CC Functionality

[escMark]

I've seen references to this here and there, but I was wondering if I could get some reliable information about this. We've come across a showstopper in our rollout of SupportSuite v3 in its lack of automatic CC support. Specifically:

When a ticket is emailed in and has multiple To: recipients or any CC: recipients other than the email queue itself, those recipients should be automatically added to the ticket as CC recipients.

When a ticket is submitted through the supportsuite customer interface, there should be a field at that time for the user to enter CC: recipients who should receive that message as well as being added as a CC recipient for that ticket.


These are serious omissions for any support department transitioning from email communication to a ticket system like this one, so I was a bit surprised that they are not present. Are there plans to add these features, particularly for the upcoming 3.1 release?

[Varun Shoor]

Hi,
Both of these features are in the current stable build itself:

1) Please enable debug reports as explained at: http://support.kayako.net/index.php?...barticleid=111 and send that over to me at varun AT kayako.com

2) Click on Email Options when replying/forwarding, You should see both CC and BCC options in there

Regards,

Varun Shoor

[dnicol]

Varun,

Is this on be default or is there is a setting. I ask because our development team added this to the code but if it is in the latest code I'd liek to know if we have to turn it on.

Derek

[Extra]

Hi Varun,

We are seeing this also.

In example: Lets say there is an issue in the accounting department. The customer is sending an email to accounting and wants to also notify the president of the company and the accounting department manager.

The email is sent from the customer into the system with the "To:" field of the email addressed to accounting@domain.com, the email is received and a ticket is created and sent to the accounting queue.

The CC or BCC is to president@domain.com or accountingmanager@domain.com in the system a ticket is not generated for the president nor the manager.

This occurs even though we have queues assigned for the president and the accounting manager. We have also tried to use the parser rules to create tickets for the other to addressees without success.

3.00.90
Linux
cPanel
mail server store and forward to internal forwarders in cPanel

Varun, is there a setting we are missing?

Thanks

[dnicol]

Attached is our fix for this issue that our developers worked up. It is written in patch form so it could only be executed on linux install with patch. We wrote this patch against build .82 and it hasnt been tested against any other build yet but I will be testing it on build 95 cvs soon.

Hopefully its not needed but if they havent fixed it they can use this code.

Basically if someone emails queue@kayako.com and CC's any addresses those addresses are added as a recipient to the ticket and will see all outbound communication.

[Extra]

Hi Dnicol,

Thanks very much! We are running .90, will test and implement it!

We installed .95 and .98, both are exhibiting the same behavior.

Regards,

Tom

[escMark]

I installed this patch on 3.00.98 and it doesn't seem to have had any effect.

[dnicol]

yes I had the same issue. I am waiting to here from Varun on if this is actually fixed, if it isnt I will have my developer port the patch to the next stable release (which is what we have been waiting to do)

D

[sureshkumar.mr]

Our roll out was scheduled on 28-Aug-06 and we could not go ahead as the CC recipients were not getting the reply posted from the system.

I filed a ticket on 25-Aug-06 and till date the issue is not resolved.

Simply they beat around the bush, most of them don't have proper knowledge about the product. Even critical issues are not answered properly.

I have never seen a product company which is so irresponsible to their customers.

[Extra]

Hi we have found that we can bring in the to, cc and bcc tickets, the problem is they do not get assignbed to the owner based on the queue information specified by the email. Instead they come in unassigned.

There must be a setting we are doing incorrectly

[dnicol]

Are you using mail rules? to assigne them to specific people?

[Extra]

as soon as we assign a rule, it takes the first rule and exectues it. All 3 tickets end up assigned to one person. We have tried to "end rule" but all tickets end up assigned to on person. We have used Reciepent rule and destination email rule.

[escMark]

Alright, I finally sat down and worked on this myself and found a solution for 3.00.98 that involves editing just two .php files and two templates:

For CC support in incoming emails:
In modules/parser/functions_parsercore.php:
Context:

Line: Around 587
After: parserDebug("SUCCESS: Ticket Object is Valid");
Before: } else {

For CC support in web-submitted tickets:
In modules/tickets/client_submit.php:
Context:

Line: Around 128
After: $_ticketiddata = createTicket(POST_CLIENT, 0, $userid, $_POST["fullname"], $_POST["email"], $_POST["subject"], $_POST["message
"], "0", $_POST["priorityid"], $_SWIFT["tgroup"]["ticketstatusid"], $_POST["departmentid"], 0, $_SWIFT["language"]["charset"], "", $_SWIFT["tgroup"]["tgroupid"], false, false, iif($_SWIFT["user"]["p
ermissions"]["perm_sendautoresp"]!="0", true, false));
Before: if ($_ticketiddata[0])

In template Tickets->submitticket:
Context: doesn't really matter where. I put mine in between the message details and upload files blocks

In template Tickets->submitticketconfirm:
Context: Again, you can put this where you like. I located it similarly to where it went in submitticket

The code to add is in the attached .zip file under the appropriate filenames

[Varun Shoor]

Hi,
I have changed the code a bit to:

PHP Code:

        if (count($_email["recipients"]) > 1)
        {
            foreach($_email["recipients"] as $recipient)
            {
                if($recipient != $_email['fromEmail'] && $recipient != $_email['toEmail'] && $recipient != $_email["replytoEmail"] && !in_array($recipient,$_SWIFT["ticketobj"]->getRecipients()))
                {
                    $_SWIFT["ticketobj"]->addRecipients(array($recipient),RECIPIENT_CCUSER);
                }
            }
        } 


This makes sure that the loop is initiated only when there is more than 1 recipient and merged the change into CVS.

Additionally, The CC functionality for Client Support Center has been added as an option which can be toggled under Admin CP > Settings > Tickets. The code should be added after the "if ($_ticketiddata[0])" statement though. I also modified the explodeC function to make sure only valid emails are added into the database.

It is highly recommended that you use the CVS build rather than the patch to avoid any conflicts in code.

Thanks for sharing!

Regards,

Varun Shoor

[sureshkumar.mr]

Hey Guys, Let me know how to use this new CVS Build. I have eSupport v3.00.90

I have extracted the CVS build to a new directory. How to connect to existing database now, which files I need to change.

However I don't want to disturb v3.00.90 directory setup. Incase if there is some problem I would like to revert back to the older version.

Thanks in Advance.