Forwarded mail disappears

trrunde · **Forwarded mail disappears -** 09-03-2010, 06:45 AM

If i forward an email to the pop account kayako uses, the mail just disappears. The mail gets to the pop account, and when the cronjob runs the mail disappears.

craigbrass · 09-03-2010, 08:14 AM

Check the parser log to see what it is doing with it.

trrunde · 09-03-2010, 08:38 AM

Result: No assigned queues found for mail recipients

How do I create a new que? External I want 3 seperate mail-addresses, they should all be forwarded to one internal address and then prosessed by kayako and placed in different categories. Any ideas?

supportskins · 09-03-2010, 08:42 AM

Admin CP > Mail Parser > Insert new Email Queue

trrunde · 09-03-2010, 08:59 AM

it works now

But I got a new problem
Created ticket #DUJ-269057 (Autoresponder not sent due to settings in effect)
I want to send autoresponder. This is activated when I created the queue.

craigbrass · 09-03-2010, 11:46 AM

Just go Manage Queues and change the setting.

trrunde · 10-03-2010, 06:38 AM

When I created the que I ticked the setting to send autorespond.

supportskins · 10-03-2010, 07:56 AM

Are staff replies sent from your helpdesk?

trrunde · 10-03-2010, 09:16 AM

yes, staffreply works fine.

supportskins · 10-03-2010, 10:13 AM

Have you edit the autoresponder template?

trrunde · 10-03-2010, 10:29 AM

yes, the content of email_autoresponder is this:

Code:

Hei<br>
Vi har nå motatt din henvendelse. Vennligst behold emnet inntakt med flere henvendelser.
<br>

Referansenr: <{$ticket[fticketid]}>

supportskins · 10-03-2010, 10:55 AM

Run the diagnostics test on the autoresponder template to check if it is broken.

Admin CP > Templates > Diagnostics

trrunde · 11:35 AM

Status for diagnostics is success on all template files.

Casey Rousseau · 10-03-2010, 02:10 PM

I suspect you'll need someone to look at your parser rules. It is possible to suppress autoresponse in the rules. Also, there's the flood (loop) protection mechanisms.

trrunde · 12-03-2010, 05:14 PM

Suddently the autorespond works. It seems like it wont work on the old tickets. But alle the new one get respnd.

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trrunde Offline New Member Posts: 22 Join Date: Feb 2010	Forwarded mail disappears - 09-03-2010, 06:45 AM If i forward an email to the pop account kayako uses, the mail just disappears. The mail gets to the pop account, and when the cronjob runs the mail disappears.

craigbrass Offline Senior Member Posts: 7,902 Join Date: Jun 2005 Location: Cumbria, UK	09-03-2010, 08:14 AM Check the parser log to see what it is doing with it. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Click here for Kayako Software Development My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako

trrunde Offline New Member Posts: 22 Join Date: Feb 2010	09-03-2010, 08:38 AM Result: No assigned queues found for mail recipients How do I create a new que? External I want 3 seperate mail-addresses, they should all be forwarded to one internal address and then prosessed by kayako and placed in different categories. Any ideas?

supportskins Offline Senior Member Posts: 5,554 Join Date: Aug 2006 Location: Mumbai, India	09-03-2010, 08:42 AM Admin CP > Mail Parser > Insert new Email Queue Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ - NEW SKIN ADDED!! SupportSkins.com - http://www.supportskins.com/

trrunde Offline New Member Posts: 22 Join Date: Feb 2010	09-03-2010, 08:59 AM it works now But I got a new problem Created ticket #DUJ-269057 (Autoresponder not sent due to settings in effect) I want to send autoresponder. This is activated when I created the queue.

craigbrass Offline Senior Member Posts: 7,902 Join Date: Jun 2005 Location: Cumbria, UK	09-03-2010, 11:46 AM Just go Manage Queues and change the setting. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Click here for Kayako Software Development My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako

trrunde Offline New Member Posts: 22 Join Date: Feb 2010	10-03-2010, 06:38 AM When I created the que I ticked the setting to send autorespond.

supportskins Offline Senior Member Posts: 5,554 Join Date: Aug 2006 Location: Mumbai, India	10-03-2010, 07:56 AM Are staff replies sent from your helpdesk? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ - NEW SKIN ADDED!! SupportSkins.com - http://www.supportskins.com/

trrunde Offline New Member Posts: 22 Join Date: Feb 2010	10-03-2010, 09:16 AM yes, staffreply works fine.

supportskins Offline Senior Member Posts: 5,554 Join Date: Aug 2006 Location: Mumbai, India	10-03-2010, 10:13 AM Have you edit the autoresponder template? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ - NEW SKIN ADDED!! SupportSkins.com - http://www.supportskins.com/

trrunde Offline New Member Posts: 22 Join Date: Feb 2010	10-03-2010, 10:29 AM yes, the content of email_autoresponder is this: Code: Hei<br> Vi har nå motatt din henvendelse. Vennligst behold emnet inntakt med flere henvendelser. <br> Referansenr: <{$ticket[fticketid]}>

supportskins Offline Senior Member Posts: 5,554 Join Date: Aug 2006 Location: Mumbai, India	10-03-2010, 10:55 AM Run the diagnostics test on the autoresponder template to check if it is broken. Admin CP > Templates > Diagnostics Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ - NEW SKIN ADDED!! SupportSkins.com - http://www.supportskins.com/

trrunde Offline New Member Posts: 22 Join Date: Feb 2010	10-03-2010, 10:58 AM Status for diagnostics is success on all template files. Last edited by trrunde; 10-03-2010 at 11:35 AM.

Casey Rousseau Offline Member Posts: 344 Join Date: Aug 2008 Location: Connecticut, USA	10-03-2010, 02:10 PM I suspect you'll need someone to look at your parser rules. It is possible to suppress autoresponse in the rules. Also, there's the flood (loop) protection mechanisms. Casey Rousseau Prophesy Transportation Solutions, Inc.

trrunde Offline New Member Posts: 22 Join Date: Feb 2010	12-03-2010, 05:14 PM Suddently the autorespond works. It seems like it wont work on the old tickets. But alle the new one get respnd.