[esupport 3.10.02] Autoresponder Question

[Nost]

Hi,

We currently use :

Product: eSupport
Version: 3.10.02
Build Type: STABLE
Build Date: 05 Mar 2007 01:15:24 AM

My question is :

When we send an email (from test@test.com) to an address linked to the esupport script (ie : support@domain.com) we got an email from an autoresponder with a ticket number ... we use piping. Great its working

But if we send an another email (from test@test.com) to the same address support@domain.com but this email is regarding a new problem (new subject, new body) we didnt get any autoresponders with a new ticket number.

If we log on into the Staff or Client panel, the ticket has been created and a new ticket number has been generated. But no autoresponders email has been sent.

Under :

Mail Parser - Manage Email Queues - Support@domain.com
Registration Required? : NO
Enable New Issue Autoresponder? : YES

For me the second email sent to support@domain.com is a new issue .. i dont understand why a new autoresponder email with a ticket number is not generated.

Can someone can help me to figure out to resolve this situation ?

Regards,

Danyb

[supportskins]

This is due to the Flood Protection feature of the helpdesk. The software checks the Tickets table to see if the user created a ticket within the given threshold time. If this check succeeds, the Flood Protection feature gets triggered and the specified actions are carried out.

[Nost]

Hi,

Thanks for you fast answer its really appreciated ... do you know how long the threshold time is ? 5 min, 10 min, 60 min ?

Best Regards,

Danyb

[Nost]

Hi,

Nevermind i found the answer ...

settings - ticket - flood protection

Regards,

Danyb

[infiniweb]

Hello,

Recently, I sent two emails with two different subject line to two different parser queue, but in a short period of time (within the flood timing threshold). I got one auto reply with my ticket number, but I did not get the second auto reply.

The admin cp -> settings -> ticket says:

How Flood Protection Works?
Whenever an incoming email is received, eSupport checks the Tickets table to see if the user created a ticket with the same subject in the given threshold time, If this check succeeds, Flood Protection gets triggered and the specified actions are carried out.

So if I understand this note, the flood protection would be triggered only if the subject is the same, right? But in my case, the subject line was different.

This either mean:
1- My test is incorrect and the flood protection did not kick in (something else caused the second autoreply not to be sent)
2- The text on the admin cp is wrong and needs to be changed that the subject line has no influence on the flood protection.
3- The flood protection is not considering the subject line but should (so the text would be right but the code wrong).

I think #2 is the right answer, but I would like to know the real answer.

I checked the knowledge base, but it does not mention anything about the subject line involvement with flood protection. I searched a bit on the forum and found this thread.

Thank you.

[atDev]

Had the same issue... here you go

The reason is a bug in kayako. It does not do what it advertises, never checks the subject hash.

Edit /modules/Tickets/functions_ticketcore.php

Change:

PHP Code:

$_floodhash = $dbCore->queryFetch("SELECT `dateline` FROM `". TABLE_PREFIX ."floodhash` WHERE `emailhash` = '". $dbCore->escape(md5($email)) ."' ORDER BY `dateline` DESC LIMIT 1;"); 


To:

PHP Code:

$_floodhash = $dbCore->queryFetch("SELECT `dateline` FROM `". TABLE_PREFIX ."floodhash` WHERE `emailhash` = '". $dbCore->escape(md5($email)) ."' AND `subjecthash` = '". $dbCore->escape($subjecthash) ."' ORDER BY `dateline` DESC LIMIT 1;"); 


[craigbrass]

Hopefully Jamie will be able to get thix fix pushed into the latest CVS build so it does not happen in future.

[simplysachin]

Will this fix also be applied to the hosted/leased version? If so, is there a timeline?

Thanks!

[Thijs]

Originally Posted by simplysachin

Will this fix also be applied to the hosted/leased version? If so, is there a timeline?

Thanks!

It is already fixed in the owned versions.

[supportskins]

Originally Posted by simplysachin

Will this fix also be applied to the hosted/leased version? If so, is there a timeline?

Thanks!

Make sure you are using the latest stable build of Kayako. If not, then you can upgrade from the Kayako Members Area.