Ticket requestors / Send responses to / CC

[connexeon]

With Cerb3 anyone in CC would be added to the ticket requestors (is now being called "send responses to"). This doesn't seem to be the case anymore. Though it was often not needed, sometimes you would want to reply to all recipients of the original e-mail. Maybe a button like 'reply to all' similar as in a mail client would do the trick? Or am I missing something ;)

Regards,
Hannes Van de Vel

[jstanden]

You can track the progress of this here:
http://www.wgmdev.com/jira/browse/CHD-363

I recently assigned it to myself. I'll aim to knock it off this evening. ;)

[fabiotpr]

Hello,
we have a similar problem generated by qmail.
Every incomed email on this MTA has two headers like these:

Delivered-To: interac.it-abuse@interac.it
...
To: abuse@interac.it

It means that the requestor are both abuse@interac.it and interac.it-abuse@interac.it.

What should we do?

f.

[jstanden]

Yeah, situations like that are specifically what we were avoiding by not doing the automatic TO/CC as requesters.

In the meantime the best/quickest thing you can do is comment out the Delivered-To header check.

In /cerb4/api/app/Parser.php around line 612, change:
if(isset($headers['delivered-to'])) {
$aDeliveredTo = imap_rfc822_parse_adrlist($headers['delivered-to'],'localhost');
if(!is_array($aDeliveredTo)) $aDeliveredTo = array($aDeliveredTo);
}
To:

// if(isset($headers['delivered-to'])) {
// $aDeliveredTo = imap_rfc822_parse_adrlist($headers['delivered-to'],'localhost');
// if(!is_array($aDeliveredTo)) $aDeliveredTo = array($aDeliveredTo);
// }


We'll likely add an option to Configuration->Mail where you can provide a list of addresses or patterns (*@interac.it (interac.it-abuse@interac.it)) that should never be added as requesters.

[fabiotpr]

OK, commenting these lines everything is ok.
Thanks.

f.

[jstanden]

Sure thing. I added your issues to the roadmap too:
http://www.wgmdev.com/jira/browse/CHD-408
http://www.wgmdev.com/jira/browse/CHD-409

[jstanden]

Alright, those features are implemented!

[fabiotpr]

Hello,
is this feature removed in last SVN updates?

f.

[fabiotpr]

Hello,
I've tried to de-comment lines from last Parser.php (version 547) and the problem with qmail is still present and not solved.

Let me know if I can help you on debug.

f.

[Hildy]

fabiotpr,
a) leave the lines Jeff referred to earlier commented out
b) check and see if you have the Add All TO/CC Recipients As Ticket Requesters checkbox selected in Helpdesk Config -> Mail

[fabiotpr]

The checkbox is setted to true, and I need to leave the comment to works.
I did expected that this bug was solved because there was a comment to my post by Jeff.

f.

[jstanden]

Hey there!

In Helpdesk->Mail->Incoming, you need to add "interac.it-abuse@interac.it" to the section "Always Exclude These Recipients:".

My patch doesn't ignore the Delivered-To: header.

I'll leave this thread assigned to myself so I can think about allowing mail configuration to choose the headers to promote to requesters.