recipient reply

[johnncx]

Hi,
I've recently got kayako and I'm testing out the e-mail alerts stuff as one requirement we have is to be able to respond to tickets via e-mail for when we are away from the office etc.

If a client sends a message to the support centre, I've setup a public alert to send out an e-mail so all staff members get a response. If I reply to the client via e-mail, the reply gets added onto the system and marked as a staff reply. The client then replies again, and I get an e-mail saying new client reply. All well and good upto this point.

If I then reply to this e-mail, my response gets added as a 'recipient' rather than as a staff reply. Why has the system suddenly stopped recognising me as a staff user when I reply to a 'new client reply'. The e-mail alert for this reply also comes up as "New Client Reply" which is obviously incorrect.

This thread seemed to be along the same lines but I think the bug fix is for the case sensitivity issue?

I'm using pine as a mail client which supports and sends the In-Reply-To header. I hence have this option turned on in Kayako.

Is this a config issue or a bug somewhere?

Thanks,

john

[Ryan Lederman]

Have you checked to see if the case of your e-mail address in your staff preferences is the same as the one pine is using?

[johnncx]

Yes. All lowercase. There is no funkyness occuring that changes it like may happen in Exchange. Would this not also stop it working on the first reply if the case was wrong?

Thanks,

john

[johnncx]

I did a bit of poking around at message headers and the mailparser code and the "New Ticket" alerts get message id's like this:

Message-ID: <staff.jswui0.g9a92v@localhost>

whereas "New Client Reply" alerts get message id's like this:

Message-ID: <jswulj.r3rp46@localhost>

The mailparser code looks like it does some stuff based on whether the "staff." bit is there in the In-Reply-To header so I'm guessing that the lack of this from the "New Client Reply" alert is stopping the mail parser from recognising the staff reply when message-id checking is enabled.

I've created a support request on this now: OZL-559420 to see if they can shed some light / generate a fix.

Thanks,

john