Parser fails if recipient is in BCC

[iczeh]

Hi,

I just upgraded to 3.20.02 stable and some e-mails can't be parsed. The reasons are "No recipients found" or "No assigned queues found for mail recipients".
The common in these e-mails are that the valid recipient is in other header field, like "X-Original-To", not in "To:". The e-mail queues exist for the valid recipient, but not for those that are present in the "To:" field in the header.

How can I make Kayako to process these e-mails the right way?
Thanks in advance

Istvan

[John Haugeland]

Originally Posted by iczeh

Hi,

I just upgraded to 3.20.02 stable and some e-mails can't be parsed. The reasons are "No recipients found" or "No assigned queues found for mail recipients".
The common in these e-mails are that the valid recipient is in other header field, like "X-Original-To", not in "To:". The e-mail queues exist for the valid recipient, but not for those that are present in the "To:" field in the header.

How can I make Kayako to process these e-mails the right way?
Thanks in advance

Istvan

This is accepted as a bug and is scheduled to be fixed, by me, Real Soon Now (tm). I had missed the X-Original-To field; good call.

The bug is visible here:
Kayako Bug Tracker - Viewing Issue #588 - Queue target identification mechanism and possible improvement

Thank you for pointing this out. I'll get my bug murdering hammer on this as soon as I'm done with the mail loop cutter testing.

[iczeh]

Thanks. Any workaround suggestion?

Is 3.00.26 affected? May I downgrade to that? I made a copy of the kayako directory before the upgrade, if I just rename that back to the working one, will that hurt?

Istvan

[Jamie Edwards]

Hi iczeh,

Unfortunately, all versions are affected by the bug.

[iczeh]

Originally Posted by Jamie Edwards

Hi iczeh,

Unfortunately, all versions are affected by the bug.

Hi Jamie,

thank you for the quick answer. Do you have any workaround suggestion?
I tried to do some magic with the "Catch-All Rules". We have some specific senders who send e-mails in bcc, so I thought I make rules for those senders, but after clicking on "Reprocess E-mail" button in the parser log, the error still appears.

[Greg Mote]

I just noticed this problem as well. Now I have to go thought my parser log and see what we have been missing.

I do see that in my unparsed emails where we are in the bcc list shows that the to email appears in the "Received: by xxx.yyy.zzz with SMTP id 99aa99aa99.99 for <contact@meowme.com>; Tue, 17 Jun 2008 13:48:18 -0700 (PDT)" line of the raw email.

I would prefer that there be a way to say all that email goes in to a ticket no matter what. A default mail queue that gets triggered if all others fail would do the trick.