E-Mail Reply Not Updating Ticket

[ITEHQ]

Hello, this is my first post on this forum and I must say that I really do enjoy using osTicket. This application is working very well for exactly what I am needing for my company. After some minor tweaking I had the site up in just a few hours and attached to my database with out any issues.

In my testing or configuring I am not sure if something I did broke this email function or if it is a bug in the software...

Emailing works so that is not the problem, the problem is when the user receives the confirmation email after creating a ticket....they get the option to reply back or use the link. When the user replies back It puts the tech info that was sent to the user in the ticket and not the users reply in the ticket. The updated information is sent in an email to the tech but it is not updated in the ticket. So if the user goes online to see the updated info it has duplicate tech information not the information the user updated their ticket with. Almost like the code is not reading the right place in the email.

Any assistance would be greatly appreciated. Please let me know any and all information that you may need from me. Thank you.

[4ice]

Are you sure that your changes did not cause this problem? Because when I test it works fine.

I open a ticket as a client, I get the email with ticket ID etc. Then press Reply, enter some additional info and press Send. osTicket picks up the email, sees that it belongs to an existing ticket and puts in the complete email (so original text and reply text).

[ITEHQ]

Does email fetch have to be enabled? As I do not use those settings and its working fine at the moment. Other than the reply feature that is.

I did not make any changes other than what was required and making sure that tables could have updateable queries in mysql. That was just to get it installed. I have not made any modications to it after it has been working other than some pictures.

I am not using email fetch and it still puts the tech info into the ticket that was originally sent and it does not receive the rest of the email at all just the message the tech had updated.

Thank you for the quick reply, I am open to all suggestions and I keep looking at the settings but not sure where to go.

[4ice]

Since you say you don't use the fetch method, I assume you are using the pipe function to retrieve your email?

For me it is working, but indeed I am using the POP3 fetch method. I haven't tried it with the pipe functions.

[ITEHQ]

Yes I am using the piping method. I will try and do some testing using pop3 email fetching but would wrather not use the email fetch and have the piping issues corrected.

The customer reply does not get inserted into ticket still.

I will try and get more testing done this week and let you know. If you find anything in your testing please let me know as it would be greatly appreciated.

[ITEHQ]

I am now setup to use email fetching.

I can create a ticket and it will send an Admin Alert Email and a customer email. If the Tech Updates the ticket on the website the customer gets an update to that ticket in an email and that part works.

If the customer replies to the email the email goes into the pop3 mail box and just sits there.

I have setup an auto task cron job and it runs a window flashes on screen and goes away. windows 2003 server. scheduled task set at 1 minute for cron job.

I also have email fetch enabled, auto cron enabled? I will disabled for testing since I have a scheduled task setup for this.

pop3 email account settings are correct in osTicket and set the intervals to 1 minute and 5 minutes but no change.

The email stays in pop3 and is not fetched by osTicket.