fg_mike
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Forum: Plugins
In reply to: [Key4ce osTicket Bridge] New Ticket Created when replying to emailHi Marco
Message-id is in the headers.
If you could guide us to where you process the mail we will inject it. Happy to share code back to you if it works.
Working on it as we speak.
Forum: Plugins
In reply to: [Key4ce osTicket Bridge] New Ticket Created when replying to emailHi Marco,
After debugging the emails we found that the issue is the “Message-ID” is the missing parameter in that email.On Job creation in your plugin can you think of a way you can get and inject that into the mail template that comes to identify it?, that way all should work.
Otherwise we will press on and try to modify the process and get it in there somehow.
Thanks
Forum: Plugins
In reply to: [Key4ce osTicket Bridge] New Ticket Created when replying to emailThat is the question.
I am going to dig in later without programmer and find out exactly what happens.
Will keep you posted on the outcome.
Do note that my install of osTicket is 1.9.5.4. Everything else works fine with the plugin.
Forum: Plugins
In reply to: [Key4ce osTicket Bridge] New Ticket Created when replying to emailIn addition:
On new creation the email for the new ticket comes from [email protected] and the new ticket email would go to the admin at [email protected]. We reply to [email protected] where the job is picked up by the cron job and then new ticket is created instead of picking up the Ticket number in the Subject or body.
Cheers
Forum: Plugins
In reply to: [Key4ce osTicket Bridge] New Ticket Created when replying to emailHi Marco,
I did f wile search of the installation and injected the Ticket number variable and it injected it fine but the system still did not pickup the email and amend it but created a new one.
Here is the process:
1. Client Creates a Ticket from the front end of the Plugin
2. The Support agent is notified of the new ticket created and instead of logging in we want the flexibility to just reply to that email and it is amended to the original.And that is where it is not working. If I create from the front end the client is not receiving the new ticket created response as well.
Can we call the email templates from the osticket installation and manage them from there, I wonder if there is formatting or maybe osTicket calls a different function?
I really appreciate your attention to this. Look forward to hearing back.
Regards
Mike
Forum: Plugins
In reply to: [Key4ce osTicket Bridge] New Ticket Created when replying to emailHi Marco,
Thanks for the reply. Then I am stuck.
Only tickets generated from the osTicket installation are getting amended properly.
I understand the ticket number in header should not be needed but osTicket is not picking the number up from the email templates generated from the plugin. Can you suggest where the hard coded values are as I cannot think of another way to test this at this point.
We have modified and come along way with the plugin and are happy with it except if this is broken I would have to wait until we could trouble shoot this and fix it.
We have no other ticket software installed and a bit lost to where to start. We would prefer the ticket number in the header of the email as it is anyway. If you can point us the to the files where we need to modify the settings I will have one of our guys do it and test in an isolated fashion.
Thanks for all your help.
Forum: Plugins
In reply to: [Key4ce osTicket Bridge] Block Access to the Folder osTicket is inapache
mod_rewrite would be the go I think?
Forum: Plugins
In reply to: [Key4ce osTicket Bridge] Script error on Create Ticket ActionDisregard this, I disabled jquery 1.7.2 and all works as expected. Site uses jquery 1.3 as a rollback