Client replies not being sent

[sceilig]

I have a number of mail queues setup with my version of SupportSuite (v 3.00.32). They work to some degree in that clients submit tickets, and our staff members receive notification of the new tickets. They can reply to tickets from their email accounts, and other staff members get notified of the new staff response BUT sometimes clients dont receive the staff replies when staff reply via email.

I have checked our server mail log files and they confirm this -- a staff member replies to a ticket via email. Other staff members receive a copy of the reply but the client who submitted the ticket doesnt receive one - no record of an attempt to send a reply to the client exists in the server mail log. However if the staff member viewed the ticket in SupportSuite and replied to it there, the client WOULD receive notification (as well as the other staff members).

When the staff member replies via email, the SupportSuite mail parser log shows that entry with a "Success" status. So why wouldnt the client receive that reply??

One other strange bug - when i click on an entry in the mail parser log, a popup window opens that takes very long to open and eventually shows

"Invalid Parser Log Entry. Make sure that the Parser Log entry exists in database and has not been deleted "

But I can confirm that the entry exists in the swparserlogs database table.