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Support Incident Tracker Forum • View topic - auto_create_tags no email on incident create

auto_create_tags no email on incident create

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auto_create_tags no email on incident create

Postby mattone » Wed Jul 02, 2014 4:59 pm

I've just enabled the auto_create_tags plugin and it appears to be working - the holding queue is no longer being filled up with messages. :)

However, it does not appear to be sending our "contacts" an automated message when creating an incident. So our users might reply to the original message to add detail, and then it creates a new incident based on the reply. [edit, I fixed the duplicate message thing by turning on the 'check for duplicates']

I've verified that we can send messages using the "email" function from an incident, and if I manually create an incident from a message in the holding queue and have it send a message, it will send the expected message to the user with the EMAIL_INCIDENT_LOGGED_CONTACT template.

It appears that when the plugin creates a ticket, it either isn't sending the message (no errors in the log, nothing in sit's inbox showing a bounced message) or it isn't properly calling the trigger.

Here's a log excerpt, from right after it displays the text of the email that should be sent to the contact:

Code: Select all
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php Auto_create_tags - The software tag returned is : 10
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php Auto_create_tags - Creating incident with: Subject = webex is full of cats Contactid=109 SL=standard Cid=4 Prod=6 Soft=10 Prio=2
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php Auto_create_tags - Incident ID created : 558
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php case1, 2
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
   boundary="(removed)"


This is a MIME encoded message


(removed)
Content-Type: text/plain; charset=UTF-8;
   charset=UTF-8
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

Thank you for contacting us. The incident 558 has been generated and your d=
etails stored in our tracking system.=20

You will be receiving a response from one of our product specialists as soo=
n as possible. When referring to this incident please remember to quote inc=
ident 558 in all communications.=20

For all email communications please title your email as [558] - webex is fu=
ll of cats

--
... Powered by Open Source Software: Support Incident Tracker (SiT!) is ava=
ilable free from http://sitracker.org/


(removed)
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php From: (removed)
Reply-To: (removed)
Errors-To: (removed)
X-Mailer: SiT! v3.67 p2/PHP 5.4.4-14+deb7u11
X-Originating-IP:
MIME-Version: 1.0
Content-Type: multipart/mixed;
   boundary=(removed)
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php Auto_create_tags - Succesfully created incident: 558
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php Auto_create_tags - Incident re-assigned to: 2
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php Converted message encoding from us-ascii to UTF-8
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php ldapOpen
2014-07-02T12:15:15-04:00 /var/www/sitracker/auto.php LDAP TYPE: AD


I've even tried setting up a new rule in system actions to have it send a message with that template, but it won't go.

Am I missing something?

(Also, it seems that it can't auto create when a message has a single quote in the subject, it throws a MySQL error in the logs, I guess that's a bug?)
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Re: auto_create_tags no email on incident create

Postby Tomse » Wed Jul 02, 2014 5:33 pm

last thing first.

it seems like a bug yeah.

Make sure you fix this issue as well. (unfortunately I haven't had much time to fix this issue)
viewtopic.php?f=10&t=1417767
If you have a problem, give us enough info of what you have done, what is configured in relation to your question.
Enable debugging and post it's censored but relevant info. Don't forget to write which version of SiT you're running.
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Re: auto_create_tags no email on incident create

Postby mattone » Wed Jul 02, 2014 5:43 pm

Hi Tomse,

Thanks for the quick response. I made that edit to the php file, though oddly, I wasn't seeing the same error message as that user.

I dug through the main php file (auto_create_tags.php) and saw this:

Code: Select all
if ($incidentid > 0)
                {
                    $send_email = 1;
                    trigger('TRIGGER_INCIDENT_CREATED', array('incidentid' => $incidentid, 'sendemail' => $send_email));
                   
                    debug_log("Auto_create_tags - Succesfully created incident: ".$incidentid, TRUE);

                    if (!isset($CONFIG['auto_create_first_response_auto']))
                    {
                        $CONFIG['auto_create_first_response_auto'] = FALSE;//Default
                    }

                    if ($CONFIG['auto_create_first_response_auto'])
                    {
                        //Insert the initial response as we see the first email as the initial response (can be disabled in config)
                        $bodytext = $GLOBALS['straActFirstResponseText'];

                        $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytex$
                        $sql .= "VALUES ('$incidentid', '{$sit[2]}', 'slamet', '$now', '{$owner}', '1', 'show', 'initialresponse','{$bodytext}')";
                        mysql_query($sql);
                        if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);
                    }

                }


So it looks like it's calling the trigger. That leads me to believe there's something wrong with our configuration, but manually creating the ticket with the "send message to user" box checked, it sends the message properly.
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Re: auto_create_tags no email on incident create

Postby Tomse » Wed Jul 02, 2014 6:21 pm

I'm sorry, I can't see anything wrong..

This isn't something I usually say, but can you try with a previous version of SiT.. i.e. 3.66 just to see if it works there

if it does, it could have been a change in SiT though nothing there should have impacted the trigger in a plugin.
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Re: auto_create_tags no email on incident create

Postby mattone » Wed Jul 02, 2014 7:48 pm

Hmm. Does the plugin generate the mail differently than when it is manually initiated? It looked like it was calling the same trigger, but maybe there's something in the way it creates the message that is being being blocked by our firewalls.
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Re: auto_create_tags no email on incident create

Postby Tomse » Thu Jul 03, 2014 5:39 am

unless your firewall also is a spamfilter/smtp proxy then I doubt that. a firewall in it's basic function only opens/closes ports and doesn't analyze the data comming through.

it could be a good try to setup network sniffing on the server SiT is running at to see if it actually sends the mail.
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Re: auto_create_tags no email on incident create

Postby mattone » Fri Aug 22, 2014 7:53 pm

bumping an old thread here - we were able to determine that it is generating the message - there's SMTP traffic leaving the server - so it looks like the automatically created messages are being caught by a filter somewhere. Which is odd, since the manually generated ones aren't caught.

How does SiT generate outgoing emails? Is there a reason this plugin would behave differently?
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Re: auto_create_tags no email on incident create

Postby Tomse » Fri Aug 22, 2014 8:32 pm

I'm looking at the code now
(and pardon me if I ask questions that already was asked, but it's been quite a while so I've forgotten ;-))

if you enable debug log. do you see
Auto_create_tags - email was sent to <xxx>.... ?

and/or in other words.. what do you get in your debug log with these "auto create tags"?

edit: it looks like the mails are sent using SiT's system, so basically the same as manually sent messages.
depending on the mail system, can you check the logs to see what's going on?
If you have a problem, give us enough info of what you have done, what is configured in relation to your question.
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Re: auto_create_tags no email on incident create

Postby mattone » Mon Aug 25, 2014 4:16 pm

I've looked through the logs and don't see anything with "auto_create_tags" in it - even just created a new log and sent it a test message to generate a fresh one.

I'd thought that it was using the same system SiT uses. The only thing I can figure is that there's something different in a header or something.

I've contacted our email provider to further looking in to it. I believe it's being caught by a spam filtering system, though I've no idea why it would do that if it doesn't catch the manually generated ones.

I'll post back if we can get a resolution some how.
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Re: auto_create_tags no email on incident create

Postby Tomse » Mon Aug 25, 2014 8:31 pm

You should see something in the debug log with auto create tags.. atleast thats what I can see from the code..
well lets see what your provider says..
If you have a problem, give us enough info of what you have done, what is configured in relation to your question.
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