Emailqueue submits ticket but doesn't send autoresponse

[Gandalv__]

Hi all!

I've just created a multilingual setup with english and norwegian templates based on the latest bulid. I have also made a change to ./themes/client_default/basejs.js to get the mails to be sendt in different languages back to the clients.

The problem that i haven't been able to solve, is as follows:
1. Customer registers as english customer.
2. Validates his email
3. Creates a ticket by email

The ticket is submitted ok into the system by extracting it from an IMAP account, but no autoresponse is sendt back to the customer.

What i have found our is that i use the norwegian template as the base in the mailqueue and could this interfere with the response in any way ?? I think this because norwegian customers can submit tickets ok to the same queue and they get the autoresponse.

How can i get the english customer to get his response ??
Any thougths ??

One solution is to create multriple queues, but this would complicate things a lot since vi are looking for using a single adress as a entrypoint of support, one emailqueue.

[supportskins]

If you reply to the ticket your client created, does he receive your reply?

[Gandalv__]

Yes, when i reply to the ticket, the customer gets the response ok. No problem there. But he recieves the norwegian templatehistory that has been defined in the emailqueue, that is what lead me to belive that i "break" something when i define the templategroup in the dropdown menu.
Link to case used:
http://forums.kayako.com/showthread....mplates+manual

Will try to look more into this during the day.

[Gandalv__]

I have now tried both to use an external smtp, to disable the queue and this doesn't solve the problem. Another "issue" has also arisen. I see that if I submit one ticket, this is responded to ok from that mailaddress. If I send another request, no response is sendt even if it is submitted as a new ticket.

Can this be a bug of some sort ?? When a customer submits multriple tickets this should get multriple reponses back right ??

[supportskins]

Are you sure you are using the email templates for the same Kayako version you are currently using. Try running a diagnostics test of your templates to check if you receive any error.

[Gandalv__]

Hello! No error created. I have only edited a single email template, email_noregistration so that a client get the reponse in every language. This works fine. I have been debugging some more, and i fond this in the output when i run the cron script manually:

Total Messages in Inbox: 1
Fetching Msg Num: 1
Account is IMAP
Fetching Msg UID: 68
Total Messages in Inbox: 0
Total Messages in Inbox: 1
Fetching Msg Num: 1
Account is IMAP
Fetching Msg UID: 16
1 Total Messages
Rejected Messages: 0
Accepted Messages: 1

As seen I have two queues that insert tickets into the same department, and both are fetched. But the numer of "Accepted Messages" is only one, and this is the only one getting a response. Both tickets are insertet ok, but only one gets the response.

Sorry for the confusing start, I should have checked this first.

[Gandalv__]

Ah, sorry guys. I found the issue... Flood Protection. This has been set to 600 sek as standard after I set it to 15 for testing... That explains the missing autoresponders. Everything works again

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