Mail delivery failures when replying from email client

[cvillepete]

Hi all,

I hope someone has the time to work through this with me. Here is my problem. For the entire time of running eSupport, first 3.10, then 3.20 and now 3.50, our clients and ourselves would get returned mail when replying back to the ticketing system from an email client. The details of the errors varies, and usually I have nothing to go on. This time, I had two addresses in the To: field, one that pipes directly to eSupport, the other one that is an internal distribution group on Exchange 2003. I don't know if that has anything to do with it, I just thought it would help.

Here's the scenario first, then the message from non-deliverable.

Scenario, ticket is created by the client, emailed directly to support@, which is our eSupport. A ticket is created and subsequently grabbed by a technician. The technician uses the "forward" feature to notify the group, which causes the group distro to be in the To: and the message being in the From: fields. If a colleague on the distro hits Reply-All, eSupport is put in the To: first, then the distro is in the To: second. The From is the colleague which responded. The response appends to the ticket in eSupport, but the sender (the colleague that responded) receives a returned mail notice with this message:

The original message was received at Tue, 16 Jun 2009 19:54:39 -0400
from exchange.mycompany.com [xxx.xxx.xxx.xxx]

----- The following addresses had permanent fatal errors -----
"|/etc/smrsh/index.php"
(reason: 255)
(expanded from: <tickets@support.mycompany.com>)

----- Transcript of session follows -----
PHP Notice: Undefined offset: 1 in /var/www/html/tickets/cli/index.php on line 22

Notice: Undefined offset: 1 in /var/www/html/tickets/cli/index.php on line 22
PHP Notice: Undefined offset: 1 in /var/www/html/tickets/cli/index.php on line 46

Notice: Undefined offset: 1 in /var/www/html/tickets/cli/index.php on line 46
554 5.3.0 unknown mailer error 255

I don't have the time to run through Kayako's PHP right now. Many other duties call. However, if someone is fluent in PHP and can skim over it and offer a suggestion as to what may be the problem, I can experiment and collect more data so that we can try to reach a resolution.

I appreciate your time in advance.

-Pete