Search found 12 matches

by seanm
19 Feb 2021, 18:11
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Re: Help with customer suport use case: how to reply to created tickets?

So I've confirmed what's happening. The parse_from_field() function uses the following regex: /^(?:(?P<name>.*)<|)(?P<email>(?P<local>[a-zA-Z0-9.!#$%&'*+\/=?^_`{|}~-]+)@(?P<domain>[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?(?:\.[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?)*))(?:>|)$/u against...
by seanm
16 Feb 2021, 04:37
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Re: Help with customer suport use case: how to reply to created tickets?

Yup, I can redirect the cron output, just wanted to make sure your plugin doesn't already have some log functionality built-in.

Thanks for the hint re: email_is_valid(). I've looked through the code a bit. I'll add some print statements and see if I can be sure exactly what's happening...
by seanm
15 Feb 2021, 18:29
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Re: Help with customer suport use case: how to reply to created tickets?

So is there no log file of the results of running each cron job? Anyway, I disabled my cron job, used 'redirect' to send another message, and ran "bug_report_mail.php" manually, and looked at the output. Seems the problem is: 2021-02-15 12:36 EST MAIL_VERBOSE email_api.php:141 email_is_val...
by seanm
12 Feb 2021, 20:56
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Re: Help with customer suport use case: how to reply to created tickets?

SL-Gundam, I've noticed something else... sometimes customers will write to employees personally, for example to sean@example.com, instead of to the managed support@example.com address. When this occurs, our current workflow is for employess to use 'redirect' (not 'forward') to redirect the message ...
by seanm
06 Feb 2021, 16:30
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Re: Help with customer suport use case: how to reply to created tickets?

Thanks for your reply. I already have: - $g_bug_readonly_status_threshold = CLOSED; - Use Message-ID in Mail header to identify notes = yes - What kind of search should be used to find the issue id in the subject = strict But I'm not sure that last one is so relevant for me, since subject never have...
by seanm
04 Feb 2021, 19:11
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Re: Help with customer suport use case: how to reply to created tickets?

So I've found a workflow that works reasonably well for us so far: Our public support@example.com is actually a mailman list. I created a new IMAP email account foobar@example.com. I subscribed that account to the mailman list. EmailReporting uses IMAP to check the foobar@example.com account. Our su...
by seanm
13 Jan 2021, 03:25
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Re: Help with customer suport use case: how to reply to created tickets?

First, thanks for your fast and detailed replies! >EmailReporting only deals with processing emails into issues or notes. Got ya. And for all outgoing emails it relies on MantisBT's existing abilities. I see now. Your options 1 and 2 are impossible. Option 3 is really far from ideal. Perhaps EmailRe...
by seanm
12 Jan 2021, 21:51
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Re: Help with customer suport use case: how to reply to created tickets?

>You also need to make sure the reporter of the ticket has a valid and correct email address connected to his account. Who is "the reporter"? Currently, on my email server I have created support@example.com and I have created an account in Mantis for support@example.com. Sending email (fro...
by seanm
11 Jan 2021, 17:07
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 18
Views: 826

Help with customer suport use case: how to reply to created tickets?

Hi all, I'm looking to auto generate tickets when our company's customers send email to support@example.com (that much I now have working). But how then do our employees: 1) know that such a ticket was created? 2) reply to the customer? For 1, I suppose we just rely on Mantis' built-in ability to se...
by seanm
10 Jan 2021, 22:34
Forum: EmailReporting
Topic: How to debug "Manage Mailboxes" settings not persisting?
Replies: 3
Views: 212

Re: How to debug "Manage Mailboxes" settings not persisting?

Ah, I see, that's supposed to be a list of things added using the fields above it? I thought it was a list of my user's IMAP mailboxes. I thought it was failing to retrieve the IMAP folder list from the mail server. Might I suggest that the 'description' field should be mandatory. There's not much s...
by seanm
06 Jan 2021, 23:20
Forum: EmailReporting
Topic: How to debug "Manage Mailboxes" settings not persisting?
Replies: 3
Views: 212

How to debug "Manage Mailboxes" settings not persisting?

Hi all, So I'm trying the EmailReporting plugin for the first time. I'm using the version from git master with mantis from git master also. I've made changes in "Manage Configuration Options" and those are saved/remember correctly. But when I set things in "Manage Mailboxes" then...