Support Ticket Update Via Email Reply

[aosoft]

The default text of the email sent to a customer when an admin creates/updates a support ticket suggests that the customer can simply reply to the email to update the ticket.  This does not appear to be set up currently on our system.  Assuming this functionality is available, how does one go about configuring this?

 

Thanks.

[tenaki]

Job done, I am now piping all over the place. Thanks for the support

[Michael]

It depends if you have piping or SMTP set-up (I think) Well it works on piping. You do need to include the Hash in the subject of the template.

[aosoft]

Thanks for pointing me in the right direction.  I found the email settings in the department setup (Support > Departments > Edit), somehow I missed that before.  Haven't gotten it to work yet, but I have some things to try now, and might have to fix some email routing stuff to get it straightened out.  Thanks again.

[tenaki]

When you get this sorted could you post your findings? This is an area I have just started to look at and was wondering the same thing

[Michael]

When you get this sorted could you post your findings? This is an area I have just started to look at and was wondering the same thing

 

Are you using cPanel? InterWorx? or other? And are you looking for Piping?

[tenaki]

cPanel and was looking at piping

[Michael]

cPanel and was looking at piping

 

Ok on Forwards under Mail, click that, and then go to Advanced, and then Pipe to program.

 

Paste the command from Blesta's support department under piping.

 

Then save it.

[tenaki]

Done that ok thanks to your video

 

But when I go back to support and select piping I am still getting the error "The PHP Mailparse PECL extension is required for parsing email tickets."

 

Support are saying Mailparse is installed ok

[Michael]

Done that ok thanks to your video

 

But when I go back to support and select piping I am still getting the error "The PHP Mailparse PECL extension is required for parsing email tickets."

 

Support are saying Mailparse is installed ok

 

Maybe they haven't installed the pecl edition of the extension. They need to do the Pecl modules on WHM. Or it's best to move to you own environment because then you can do itself and get it working. With InterWorx you can install it with yum commands, but if you do that on a cPanel server it can break, so they have to do it via WHM.

[tenaki]

installed Mailparse PECL on the server. Still getting the error. Frustrating or what

[Michael]

installed Mailparse PECL on the server. Still getting the error. Frustrating or what

 

Server issue they don't know how to fix it

[tenaki]

Looks like it. Starting to wonder if piping is worth it

[Michael]

Looks like it. Starting to wonder if piping is worth it

 

It is worth it, otherwise you have to wait every 5 minutes when the cron runs mate.

[Tyson]

Sounds like they didn't install Mailparse on the server, or it's not loaded in php. Have you checked phpinfo?

 

After you're able to get passed that requirement, there's some more configuration info available in the email piping docs.

[tenaki]

Come back to this topic as it stil isn't resolved. I have uploaded a phpinfo file, What do you think? Mailparse installed and ok?

[Michael]

Come back to this topic as it stil isn't resolved. I have uploaded a phpinfo file, What do you think? Mailparse installed and ok?

 

No it's not

 

Yours "mailparse" isn't found.

 

It should show:

 

I recommend moving hosts.

[tenaki]

Many thanks, war time I think.

[Michael]

Job done, I am now piping all over the place. Thanks for the support

 

You're more than welcome. Hope you enjoy Blesta

[Chris van der Westhuizen]

I hope this can be helpful for someone else with the same problem as I had.

I noticed on our servers that mailparse was only installed for cli and fpm and not for apache2, thus I had to include it for Apache too as follows:

we are using apache2 with php7.0. on ubuntu 16.04

1. find path of file mailparse.ini:
# cd /; find / -name *mailparse.ini

/etc/php/7.0/mods-available/mailparse.ini
/etc/php/7.0/fpm/conf.d/20-mailparse.ini
/etc/php/7.0/cli/conf.d/20-mailparse.ini

2. I then copy mailparse.ini from cli to apache2 and needed to edit and include the full path:

# cp /etc/php/7.0/cli/conf.d/20-mailparse.ini /etc/php/7.0/apache2/conf.d/20-mailparse.ini

# nano /etc/php/7.0/apache2/conf.d/20-mailparse.ini
and add full path as: extension=/usr/lib/php/20151012/mailparse.so

the full path I got from running # find / -name *mailparse.so

3. Restart Apache:
# systemctl restart apache2

4. See if apache restarted without errors:
# systemctl status apache2

and now my test.php file with phpinfo(); shows mailparse support! :-)