03-28-2018 09:30 AM
@UBNT-Petr I think I am having a problem with tickets importing via IMAP with the latest beta.
I believe the issue could be do to the following change.
- Notifications sent by UCRM are no longer detected as a new ticket in any case now.
I have 2 IMAP email boxes setup
If I send an email to signup CRM detects and creates the ticket and marks the message as read in the signup email inbox. However if I send an email to support the message never gets imported.
I have my Mailer settings to as follows and have had them setup this way for several version with no issue.
- Sender Address - firstname.lastname@example.org
- Support Email Address - email@example.com
Do you have any suggestions on what is going on?
03-28-2018 09:40 AM
Also when a client sends an email to firstname.lastname@example.org they get the autogenerated ticket creation email from email@example.com (that is my default IMAP ticketing box). However when they respond to the email (firstname.lastname@example.org) the CRM system never picks up their reply.
03-28-2018 09:54 AM
Now I am thinking my issue might be similar to this.
As a test I sent 2 emails from my personal email address. One email to email@example.com and the other to firstname.lastname@example.org. This time uCRM only created a ticket and picked up the one sent to support and not the one sent to signup.
I have logged into both email boxes and they both have the email message in their inbox.
This needs fixed ASAP as I now cannot count on CRM to handle tickets until this is resolved.
03-28-2018 10:38 AM
Restarted my email server and CRM server and have been doing more tests.
I sent an email at 1:15pm to email@example.com. CRM picked up the ticket at 1:20pm. #514
I sent an email at 1:14pm to firstname.lastname@example.org. CRM picked up the ticket at 1:30pm. #518 #Why the exra delay?
I replied to #514 at 1:24pm and CRM picked up the response at 1:25.
I replied to #518 at 1:30pm and CRM has still not picked up the response yet. It is now 1:38pm.
03-28-2018 11:03 AM - edited 03-28-2018 11:05 AM
Ok here is some more information.
I sent new tickets. One to support and one to signup. Both were sent from the same email address email@example.com at the same time of 1:51pm.
CRM picked up the message to support at 1:55pm and created ticket #519
CRM picked up the message to signup at 2:00pm and created ticket #521.
What is odd is first there is no ticket #520? No other tickets came in but CRM jumped from 519 to 521. Why?
Also why the extra 5 minute delay in picking up the message sent to signup?
In fact since the upgrade it looks like CRM is incrementing ticket numbers by 2 instead of by 1.
03-28-2018 11:19 AM
When customers get a ticket notification is has the Reply-To set to support.
I then replied to both tickets 519 and 521 via email to support at 2:06pm and CRM picked up both responses at 2:10pm.
So right now it looks like CRM is having issues with skipping ticket numbers and delays when you have more than one IMAP box setup for ticketing?
a week ago
I am having same issue on V 2.15.0 some mails open ticket others simple don't do nothing and ticket numbers increments without ticket. I use gmail server. I can receive the clients email and have to open ticket manually.
I have this issue a long time, If i delete imap and create again few minutes later I have new tickets from past mails, but the imports stop some how.
I tried everything and still not working and ticket # increment fast as the number of mails increases.
we will try to reproduce this, however, this info could be helpful for us:
are the emails which failed to be converted into new tickets marked as read?
Thks for the reply, no, this mailbox is only for tickets. We receive alarms on that mailbox and customers support requests. Sometimes we are 2 or 3 days without receiving any tickets by mail, but when I force it sometimes will import them correctly.