turner2f Posted November 13, 2016 Report Share Posted November 13, 2016 If I send an email from Yahoo with an attachment, the "Piped" email is NOT received by the Support ticket system. Quote Link to comment Share on other sites More sharing options...
0 BeZazz Posted November 13, 2016 Report Share Posted November 13, 2016 Are you able to send from other email providers, is it just Yahoo with this issue? Quote Link to comment Share on other sites More sharing options...
0 evolvewh Posted November 13, 2016 Report Share Posted November 13, 2016 4 hours ago, turner2f said: If I send an email from Yahoo with an attachment, the "Piped" email is NOT received by the Support ticket system. The system does work with attachments included. The one thing that I find strange is that you have to login to Blesta in order to download the attachment. Paul and team have said that it is to keep from having any malicious attachments delivered to your inbox but we still get them anyways. Quote Link to comment Share on other sites More sharing options...
0 turner2f Posted November 14, 2016 Author Report Share Posted November 14, 2016 I think this might already be a known issue... Quote Link to comment Share on other sites More sharing options...
0 Paul Posted November 15, 2016 Report Share Posted November 15, 2016 Attachments (at least for the included Support Manager) are stored in your uploads directory, which must be set correctly under Settings > System > General. /path/to/uploads/ Inside uploads should exist a directory named "1", representing your first company. Inside "1" you should have support_manager_files /path/to/uploads/1/support_manager_files/ Inside that is where Blesta tries to write ticket attachments. Ensure that the directory exists, is set under Settings > System > General (Just to ~/uploads/), and that it's writable. Quote Link to comment Share on other sites More sharing options...
0 turner2f Posted November 15, 2016 Author Report Share Posted November 15, 2016 Thanks Paul. It appears to already be set up just as you specified I changed the "uploads" folder from 755 to 777 Will see how it goes. ============== By the way, what does " Rotation Policy " mean ? It's in settings --> system --> general --> basic setup Mine is set to "30 days". Quote Link to comment Share on other sites More sharing options...
0 Paul Posted November 15, 2016 Report Share Posted November 15, 2016 The Rotation Policy is how long certain logs are held before they are rotated out. The default of 30 days is best for most people. Some logs like the mail log are never rotated out. Don't manually truncate log tables from the database or you could run into trouble. Michael 1 Quote Link to comment Share on other sites More sharing options...
0 turner2f Posted November 15, 2016 Author Report Share Posted November 15, 2016 Just tried it WITH and WITHOUT attachments. Emails WITHOUT attachments get through to the ticket system =============== Emails WITH attachments never even make it to the ticket system. There is NO notification that the email itself has even "bounced" or even exists at all . =============== FYI - This occurred with BOTH the "Support Manager" and the "Support Manager PRO" plugins FYI 2 - The uploads work fine, BUT only when the files are sent directly through the support ticket interface ============== Looking at my directory path through FTP it is /support.mywebsitename.com/sub_folder/uploads/1/support_managerpro_files ============== @Paul Would you mind logging into my Admin area to check my settings ? Quote Link to comment Share on other sites More sharing options...
0 Paul Posted November 15, 2016 Report Share Posted November 15, 2016 Can you check your email logs for the piped email? There may be a more descriptive error in there. Also, triple check that PHP has mailparse, both for Apache and the CLI version. If you SSH in you can run this to check: php -i | grep mailparse You should see something like: mailparse support => enabled Not only should "uploads" be writable, but so should the sub-directories in there, including 1 and 1/support_manager_files. The path stored under Settings > System > General should begin and end with a forward slash, and point only to the uploads directory. ie "/home/user/uploads/" Quote Link to comment Share on other sites More sharing options...
0 turner2f Posted November 15, 2016 Author Report Share Posted November 15, 2016 Where exactly would I go to check the "email logs " ? And what exactly should I be looking for it to say ( as optimal scenario ) ? @Paul Would you mind logging into my Admin area to check my settings ? =========== Looking at my directory path through FTP it is /support.mywebsitename.com/sub_folder/uploads/1/support_managerpro_files =========== The " support_managerpro_files " folder is set to 777 too. =========== UPDATE: I performed the same test TWICE with an attachment. The email that had the attachment was in fact posted to the ticket system. BUT... 1) - There is still NO attachment 2) - I ( as an admin or the client ) was NOT notified by email that the Ticket was posted Quote Link to comment Share on other sites More sharing options...
0 Michael Posted November 16, 2016 Report Share Posted November 16, 2016 Can I just check with you, you do realise that attachments aren't sent in emails BUT should show up on the ticket in Blesta itself. and thinking about it, it could be a PHP setting which is preventing it because the attachment is bigger than they allow. This is why it's best to host yourself on your own vps so you can set the limits. Quote Link to comment Share on other sites More sharing options...
0 turner2f Posted November 16, 2016 Author Report Share Posted November 16, 2016 @Paul Quote Attachments (at least for the included Support Manager) are stored in your uploads directory, which must be set correctly under Settings > System > General. /path/to/uploads/ Inside uploads should exist a directory named "1", representing your first company. Inside "1" you should have support_manager_files /path/to/uploads/1/support_manager_files/ Inside that is where Blesta tries to write ticket attachments. Ensure that the directory exists, is set under Settings > System > General (Just to ~/uploads/), and that it's writable. Settings within Settings > System > General : Root Web Directory - /home/username/support.mywebsitename.com/uploads/ Temp Directory - /tmp/ ( writable ) Uploads Directory - uploads/ (writable) FYI - Notice that I do not use a " / " at the beginning. Rotation Policy - 30 Days ========================= Settings within C-Panel > Email > Global Email Filters :I TRIED OPTION 1 - /usr/local/bin/php /home/username/support.mywebsitename.com/sub_folder/plugins/support_managerpro/pipe.php plugin/support_managerpro/ticket_pipe/index/1/ I TRIED OPTION 2 - /usr/local/bin/php /home/username/support.mywebsitename.com/sub_folder/plugins/support_managerpro/pipe.php plugins/support_managerpro/ticket_pipe/index/1/ I TRIED OPTION 3 -/usr/local/bin/php /home/username/support.mywebsitename.com/sub_folder/plugins/support_managerpro/pipe.php ========================= File Directory path through FTP & set to 755 permissions : /support.mywebsitename.com/sub_folder/uploads/1/support_managerpro_files ======================== Quote Can you check your email logs for the piped email? There may be a more descriptive error in there. Also, triple check that PHP has mailparse, both for Apache and the CLI version. If you SSH in you can run this to check: php -i | grep mailparse You should see something like: mailparse support => enabled Not only should "uploads" be writable, but so should the sub-directories in there, including 1 and 1/support_manager_files. The path stored under Settings > System > General should begin and end with a forward slash, and point only to the uploads directory. ie "/home/user/uploads/" I contacted my VPS host provider and they said... PHP has mailparse = YES For Apache and the CLI version = YES php -i | grep mailparse = YES mailparse support => enabled = YES "uploads" are be writable = YES at 755 1 and 1/support_manager_files are writable = YES at 755 The path stored under Settings > System > General = /home/username/support.mywebsitename.com/uploads/ FYI - for the ( Root Web Directory text field ) ================== THE RESULTS I performed the same test FOUR times with an attachment ( PDF, Image and/or text at about 200 kb at most ) The piped email ( sent from Yahoo ) that had the attachment was in fact posted to the ticket system. BUT... 1) - There is still NO attachment INCLUDED with the ticket when viewed inside the Admin panel 2) - I ( as an admin or the client ) was NOT notified by email that the Ticket was posted FYI - I even disabled all my other plugins and still get the same 2 issues @Licensecart I am on a VPS. My file settings allow up to 50MB per file.I performed the same " piped email " test FOUR times with an attachment ( sent from Yahoo ) ( PDF, Image and/or text at just 200 kilobytes at most ) Quote Link to comment Share on other sites More sharing options...
0 Michael Posted November 16, 2016 Report Share Posted November 16, 2016 I feel like I'm talking to a teenager who can't understand how to install software minus Wordpress. I'm trying not to be an arsehole (which I know I am), but come'on I've tried to be nice in the other threads and I just feel I'm talking to someone who hasn't got any experience in the web hosting industry and you claim to be good with wordpress. Quote Root Web Directory - /home/username/support.mywebsitename.com/uploads/Temp Directory - /tmp/ ( writable )Uploads Directory - uploads/ (writable) FYI - Notice that I do not use a " / " at the beginning. Do you understand what a ROOT WEB DIRECTORY IS? It is where the bloody root of the bloody install is. So to a human being it would be: /home/username/support.mywebsitename.com/ because that is where you upload your bloody website or Blesta. Unless you have really installed Blesta in a uploads folder and that is where you make your website then fine. Temp Folder: Well that's self explanatory too, it's where the temp folder is on the server which is writable by everyone so you don't touch it. Uploads folder: Well I thought that sort of self explained itself too, it's where the UPLOADS folder is, the folder which should be called UPLOADS, and it shouldn't be in Public reach because any tom, dick or harry can view the bloody contents if they know what they are looking for (which would take a genius because they are hashed files unless you upload them manually), which in your case would be: /home/username/support.mywebsitename.com/uploads/ If you own the VPS you are on: nano /etc/php.ini memory_limit = 32M upload_max_filesize = 24M post_max_size = 32M then reboot apache. Quote Link to comment Share on other sites More sharing options...
0 turner2f Posted November 16, 2016 Author Report Share Posted November 16, 2016 @Licensecart Thanks for all your kind help The ages of our two team members are 13 and 15 years-old. We have one 10-year old that we are thinking of hiring. Quote Link to comment Share on other sites More sharing options...
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If I send an email from Yahoo with an attachment, the "Piped" email is NOT received by the Support ticket system.
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