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Email Ticket System

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webadpro

Posts: 101

Joined: Fri Mar 18, 2011 9:31 am

Post Tue Dec 11, 2012 4:47 pm

Email Ticket System

Hi,

I'm simply wondering, when using Email Tickets System for a department shouldn't the reply-to/from email address be the email address of the email ticket system being used rather than the assigned user's email address?

The reason for this is, when a client sends an email to support@domain.com, it creates an ticket, then an email is sent back to the client telling him that a ticket has been created for him, but the reply-to/from email is the assigned user's email address. So if the client wants to reply to the ticket, well the email will be sent to user@domain.com rather than support@domain.com. This means it wouldn't get added into qdpm but only sent to the user's email.

Feedback is welcome :)
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qdPM_Support

User avatar

Site Admin

Posts: 533

Joined: Thu Aug 05, 2010 12:44 pm

Post Tue Dec 11, 2012 5:03 pm

Re: Email Ticket System

yes, this is not correct and it was fixed in Patch 2
so just upgrade qdPM using patches from our blog
http://qdpm-ex.com/open-source-project-management-blog/
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webadpro

Posts: 101

Joined: Fri Mar 18, 2011 9:31 am

Post Tue Dec 11, 2012 5:04 pm

Re: Email Ticket System

You should update your download package then, because we downloaded the v3 package yesterday.

Should I apply patch 1, 2 and 3 in order to get the last modifications?
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webadpro

Posts: 101

Joined: Fri Mar 18, 2011 9:31 am

Post Tue Dec 11, 2012 5:57 pm

Re: Email Ticket System

From what i can see, the patch has been included in the latest package, but the issue is still there.
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qdPM_Support

User avatar

Site Admin

Posts: 533

Joined: Thu Aug 05, 2010 12:44 pm

Post Wed Dec 12, 2012 3:37 am

Re: Email Ticket System

if check box "Get Tickets by email" is set of for department then reply will be from Imap Login email address
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webadpro

Posts: 101

Joined: Fri Mar 18, 2011 9:31 am

Post Wed Dec 12, 2012 9:21 am

Re: Email Ticket System

Well it is checked, but its not replying from that email address.

I have just made another test, and its the assigned account email rather than the email address of the ticket email system being used.
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qdPM_Support

User avatar

Site Admin

Posts: 533

Joined: Thu Aug 05, 2010 12:44 pm

Post Wed Dec 12, 2012 10:31 am

Re: Email Ticket System

ok, I now I found it, your are talking about first email "A new ticket has been opened"
I will send you code with fix soon
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webadpro

Posts: 101

Joined: Fri Mar 18, 2011 9:31 am

Post Wed Dec 12, 2012 10:33 am

Re: Email Ticket System

That's right. The initial email.

Great. I'll wait for the code :)
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qdPM_Support

User avatar

Site Admin

Posts: 533

Joined: Thu Aug 05, 2010 12:44 pm

Post Wed Dec 12, 2012 1:21 pm

Re: Email Ticket System

please unpack attache file (there is one file to replace)

let me know if problem is fixed
Attachments
core.zip
(4.35 KiB) Downloaded 421 times
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webadpro

Posts: 101

Joined: Fri Mar 18, 2011 9:31 am

Post Wed Dec 12, 2012 2:12 pm

Re: Email Ticket System

That sure fixed it :)

Thanks a lot.
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