Make Email Work :)

ScottGBlood · **Make Email Work :) -** 09-07-2007, 07:17 PM

Hello all,

i am having some really annoying issues get the most basic email functionality to work in the support centre

and my boss is slowly but surely losing his rag with me and the software.

Basiclaly these are the features we were expecting out of the box.

When an unregistered user submits a support ticket through the support centre, we would expect them to get an email giving them the information about the ticket raised and a randomly generated password - this dont work

If the user is already registered we would expect them to simply get an email with details of ticket included - this dont work.

If a support person updates a ticket in the support system this should email the response back to the origonal user - this dosnt work.

I am really pulling my hair out here, i have had a few live chats with a number of support people and i really cant explain this to them, they keep going on about email piping and setting up your server to do this, but we do not want users to be able to reply to the emails or email our support desk, we will eventually be disabling most people from emailing IT Support.

Surely out of the box the software should be able, using the inbluilt php mail function be able to simply send emails without setting up all this piping stuff.

We have test the php mail function and it works fine, so i know our servers are setup correctly in php.ini.

if anyone can give me any pointers on what setting i might have incorrectly set or what things i could do to check this i would be eternally greatful otherwise i fear my boss is going to return the software and request a refund as we have only had this a few days and not had a chance to release it because of the lack of email functionality, which iam willing to hold my hands up if this is my fault.

Thanks to everyone in advance.
Scott Blood
www.betfred.com
Senior C#\asp.net developer

**Jamie Edwards** · 09-07-2007, 07:25 PM

Hi there,

Sorry to hear you're having problems. Have you tried submitting a ticket to the support department? With such a long list of issues, I doubt using live chat would be very productive.

Quote:

Surely out of the box the software should be able, using the inbluilt php mail function be able to simply send emails without setting up all this piping stuff.

In order to receive e-mails from clients, then piping is needed. PHP does not handle the incoming mail of a server by default - the e-mail handler (such as Exim (aka the mail transport)) handles e-mail, and can be configured to "pipe" (pass) the e-mail to the PHP software that is part of SupportSuite.

However, if your PHP is set up properly with e-mail support, then there should be no problems with regards to e-mail sending.

I really recommend you submit a support ticket and put your paid support package to use - it is what our services and installation team are there for

ScottGBlood · 09-07-2007, 07:28 PM

Quote:

Originally Posted by Jamie Edwards

Hi there,

Sorry to hear you're having problems. Have you tried submitting a ticket to the support department? With such a long list of issues, I doubt using live chat would be very productive.

In order to receive e-mails from clients, then piping is needed. PHP does not handle the incoming mail of a server by default - the e-mail handler (such as Exim (aka the mail transport)) handles e-mail, and can be configured to "pipe" (pass) the e-mail to the PHP software that is part of SupportSuite.

However, if your PHP is set up properly with e-mail support, then there should be no problems with regards to e-mail sending.

I really recommend you submit a support ticket and put your paid support package to use - it is what our services and installation team are there for

Do you ever go to bed jamie

everytime i am on here and believe me i have been on here for 2 days solid, your around.

I will submit a ticket to them now. as i said we really dont want to recieve emails from any clients basically because we get over 2000 items of spam a day basically because of the nature of our business and the prominence of our business in the uk.

Cheers jamie

**Jamie Edwards** · 09-07-2007, 07:37 PM

Hi Scott,

That is no problem - you don't have to set up e-mail piping to receive e-mails in the way I described.

PS: I take naps in between pressing "Reply" buttons...

neilcorke · 09-07-2007, 07:38 PM

I have been unable to get piping or POP e-mail to work and have submitted a few tickets on the subject, without resolution success. My boss is getting the needle with the amount of time I have put into this and is about to pull the project....

**Jamie Edwards** · 09-07-2007, 07:41 PM

Quote:

Originally Posted by neilcorke

I have been unable to get piping or POP e-mail to work and have submitted a few tickets on the subject, without resolution success. My boss is getting the needle with the amount of time I have put into this and is about to pull the project....

Hi Neil,

Can you post the ticket ID(s) that you have made regarding this? I'll try take a look myself.

neilcorke · 09-07-2007, 07:56 PM

Thanks Jamie the most recent is Ticket ID: KRR-310132 - I responded to this first thing this morning and have heard nothing since.

ScottGBlood · 10-07-2007, 08:47 AM

Jamie,

I must let you know that the people in support department are extreamly frustrating, do they actually read the information you provide on a submitted ticket, it is seriously as bad as phoning BT!!!!!.

Can you explain a couple of things for me please and try to resist the temptation to tell me to setup piping, cause i will just explode as it seems till i am blue in the face, your support people are obsessed with setting up piping, no matter how much you tell them you cannot enable this feature.

I have had a litle look through your code and it seems there is no need to setup piping for sending simple ticket information and updatetes, but they dont liste

Frustration is setting in to the point of not caring no more

its going to be one of them weeks i see.

**Jamie Edwards** · 10-07-2007, 08:57 AM

Hi Scott,

Can I please have your ticket ID?

ScottGBlood · 10-07-2007, 09:21 AM

Quote:

Originally Posted by Jamie Edwards

Hi Scott,

Can I please have your ticket ID?

Jamie,

I am getting seriously worried that your lacking sleep now.

My ticket ID is MWN-317299

regards

**Jamie Edwards** · 10-07-2007, 09:41 AM

Hi Scott,

Mahesh is aware that you are having problems sending e-mails out, but simply misunderstood your requirement to not have e-mail piping.

Mahesh and services will be getting back to your shortly. I apologise for the inconvenience here, but this is an issue we very rarely see so we are just going to have to trace and research it as best as we can - please have patience.

Thanks

ScottGBlood · 10-07-2007, 09:47 AM

Quote:

Originally Posted by Jamie Edwards

Hi Scott,

Mahesh is aware that you are having problems sending e-mails out, but simply misunderstood your requirement to not have e-mail piping.

Mahesh and services will be getting back to your shortly. I apologise for the inconvenience here, but this is an issue we very rarely see so we are just going to have to trace and research it as best as we can - please have patience.

Thanks

Jamie,

Thanks for your help

.

Unfortunatly i cannot grant remote desktop access to Mehesh as this would mean me becoming unemployed very quickly, however i am sure we can come up with something.

Regards

ScottGBlood · 10-07-2007, 12:06 PM

Jamie,

Do you have any idea on how long this issue could take to resolve.

I have had another word with our network manager and the IT Manager and there are totally refusing to grant remote desktop access to the server that the support centre is installed on.

I know i probably sound like a moaning old man, but i am desperate to get the email side of things working, everything else works like a treat

and i am very impressed with the functionality in the software and i just know there is either a setting missing somewhere or something on our network that could be preventing this (although i dont think this couldbe it as a simple php page with the mail command works fine).

If you could chase this up once more for me i would very much appreciate it.

Cheers.

**Jamie Edwards** · 12:59 PM

Hi Scott,

What successes or failures have you had with configuring an SMTP server to use for outgoing mail, if POP3is not working?

ScottGBlood · 10-07-2007, 12:38 PM

piping

I will assume you mean configuring an SMTP server for sending the basical emails in the system

I have setup all the SMTP details through the CPU Optimization & Server Settings and in the php.ini file just incase it wants to use them in there as well, but to no avail.

I really dont know what other settings could be preventing the emails from going out.

Other than setting up staff members and teams i have not done any other changes at all to the system, other than the SMTP ones as you just requested, i am dumb struck

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neilcorke Offline New Member Posts: 11 Join Date: Jun 2007	09-07-2007, 07:38 PM I have been unable to get piping or POP e-mail to work and have submitted a few tickets on the subject, without resolution success. My boss is getting the needle with the amount of time I have put into this and is about to pull the project....

neilcorke Offline New Member Posts: 11 Join Date: Jun 2007	09-07-2007, 07:56 PM Thanks Jamie the most recent is Ticket ID: KRR-310132 - I responded to this first thing this morning and have heard nothing since.