Parser Logs - No Recipients Found

[Susie]

I'm a new Kayako user, and I have discovered an issue that I'm not able to get around.

I have email parsers set up, and everything is working just fine - the emails log as tickets, etc. The only problem is that I'm getting a "No Recipients Found" error if the send to name has a parenthesis. In other words, if someone emails:

System Support <support@mysite.com>

it goes through just fine. But if they email:

System Support (Staff Member) <support@mysite.com>

it fails and the log shows a "No Recipients Found" error. I've tried this several times both with and without parenthesis, and it seems as though it's the parenthesis that's killing the entry.

I've set up a catch-all of /^(.*)(\@mysite\.com)$/ to try and nab these, but that doesn't seem to be working. I'm guessing it needs to be adjusted to pull the parenthesis out, but I'm not quite sure how to set that up.

Does anyone have any ideas as to how to adjust the subject line so the parenthesis don't show? Or is there any way to pull the log file itself and modify, then process again? This is just driving me crazy - I can't seem to figure out how to handle those parenthesis, and I can't find any user notes on this in the forum. If anyone has any idea as to how to tackle these, I'd really appreciate it. Thanks so much!

[ilion]

I've been dealing with this issue for a long time and your information spurred me to look through the process of retrieving a message and parsing it into kayako.

I finally tracked it down to the imap_fetchheader and imap_body functions not working reliably on POP3 connections. I still have not figured out what the pattern to this is, but since it looks like my IT guy has enabled IMAP on the server I no longer need to. Since these are PHP functions and not something created by the Kayako team I wouldn't expect a quick resolution. The best think would be to switch to an IMAP server, although probably not everyone has that option.

[Susie]

Thank you so much for the research and reply! I really appreciate it. I'll look into this and see if my hosting company supports it. I'll keep my fingers crossed.

[Susie]

ilion, or anyone else who happens to read this post and has any thoughts on this:

If anyone set up IMAP as their parser type, did you do anything different to the setup, other than to specify IMAP in the queue and enter user/pass info, etc.? I've reloaded Apache and included imap, and changed my mail queue to use IMAP, and going to cron/index.php?_t=parser gives no errors (rejected messages: 0, accepted messages: 1 when I tested it).

However, I'm still having issues when there is a parenthesis in the email from name, whether I use pipe, IMAP or POP. Interestingly, the parser page still shows no errors, even though there's an error in the log and no ticket is created. Tickets are working perfectly if there's no parenthesis in the from name. I thought I'd check and see if you've done anything else to make this work - maybe some setting I'm missing? Thanks in advance!

[ilion]

Other than switching to IMAP I didn't do anything differently. I know I've successfully received emails with parenthesis in other fields, but I haven't double checked the To field. I might be able to run a test of that later on.

[ehoffman]

I have just setup the IMAP as it was, and once I got the security right and the cron jobs, it worked well.

[Susie]

Thanks so much for the update, guys. The IMAP is working great - just not when there's a parenthesis in the "To" field. And that's a real issue since so many people store the address info with my name and then the company in parenthesis. I may end up deleting all email parsers and just teaching people to use the support desk for inquiries. Too bad - that would have been so handy!

[lee.black]

hi,

i have same problem and this was fixed by varun for me a while back but when i updated to the lastest version i lost the files he sent me. I have since been trying to get these files from kayako again to fix the problem but no reply in weeks from anyone. Im starting to think something has abducted the staff at kayako or they have forgotten who to reply to emails.

Once i get the files i will post them here for others

[supportskins]

I do not believe Kayako allows you to share these file on community forums. You can get those files by contacting Kayako support.

[lee.black]

i have the files from kayako to fix this issue but not usre if i can post them on here or how i can get them to other people with the same problem.

all i can think is if you email kayako quoting [BUGS #EUY-834123] and ask for them functions_mime.php they will email you the file.

[Jamie Edwards]

Hi Lee,

Have you now received the files once again?