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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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Re: auto_create_tags no email on incident create

Postby mattone » Tue Aug 26, 2014 6:49 pm

I found the log entries - I was grepping for "auto_create_tags" but there's a capital "A" in it. I forgot to include the "-i". :(

Here's a chunk:

Code: Select all
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags: incident ID : 0
  Contactid:  109
Subject : there are weasels in my phone
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - The time limit = 1393431002
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - Duplicate test: Subject = there are weasels in my phone
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - Duplicate Search SQL = SELECT title, id FROM `incidents` WHERE opened > 1393431002 AND title LIKE '%there are weasels in my phone%'
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - The amount of duplicates : 0
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - Duplicate check = 1(1 = No duplicates  0 = Duplicates found
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - The contracts for contactID: 109 is (are) : Array
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - The software list = 2,10,17,13,17,6,8,9,6,8,9,19,2,12,6,8,9,14,6,8,9,12,15,17,1,6,7,11,12,17,6,7,8,9,11,12,17,6,7,11,12,16,16,13,13,2,18,17,6,7,8,9,7,8,9,12,17,
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - The software tag returned is : 1
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - Creating incident with: Subject = there are weasels in my phone Contactid=109 SL=standard Cid=44 Prod=1 Soft=1 Prio=2
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - Incident ID created : 912
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php case1, 2
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
   boundary="SITMIME201007V5cd64ba9db4917e58fa463d82d147795"


This is a MIME encoded message


--SITMIME201007V5cd64ba9db4917e58fa463d82d147795
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 912 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 912 in all communications.=20

For all email communications please title your email as [912] - there are w=
easels in my phone

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

--SITMIME201007V5cd64ba9db4917e58fa463d82d147795--
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php From: (email address)
Reply-To: (email address)
Errors-To: (email address)
X-Mailer: SiT! v3.67 p2/PHP 5.4.4-14+deb7u12
X-Originating-IP:
MIME-Version: 1.0
Content-Type: multipart/mixed;
   boundary="SITMIME201007V5cd64ba9db4917e58fa463d82d147795"
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - Succesfully created incident: 912
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Auto_create_tags - Incident re-assigned to: 8


That looks to me like it is generating the message, and the SMTP traffic we're seeing corroborates it. But I don't see a line specifying that the email was sent. So I'm not sure what to make of that.

Where does SiT get its SMTP settings from? If I've got it configured to use IMAP, but under outbound settings all I can set is an address.
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Re: auto_create_tags no email on incident create

Postby Tomse » Sat Aug 30, 2014 6:55 am

it seems good by the looks of it.. though there are no headers (from / to) but I can't remember if that is removed from the debug log.

the smtp server is set in the php.ini file
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 Sep 03, 2014 5:53 pm

Thanks tomse. Still checking with our email provider about it.

We ran a test earlier and noticed that when the message is generated by the plugin, as above, there's a line:

Code: Select all
2014-08-25T12:10:39-04:00 /var/www/sitracker/auto.php Message: MIME-Version: 1.0


But if we manually generate it, it is:

Code: Select all
2014-09-03T13:40:54-04:00 /incident_add.php Message: MIME-Version: 1.0


I'm looking over it now, but is it possible there's something in the plugin that isn't calling the incident_add trigger the same way as when it is done manually? Two of us are looking over the plugin code now, but I thought I'd see if this is a wild goose chase.
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Re: auto_create_tags no email on incident create

Postby Tomse » Wed Sep 03, 2014 6:05 pm

if you create any other mail that is automatic, do they work in SiT?

i.e. close an incident and notify the contact.

this does the same trigger call as the plugin does.

when you say that you make a manual mail..
what are your steps to do so?
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 » Thu Sep 04, 2014 6:12 pm

Yes, closing a ticket successfully sends the message and the user receives it.

By manual, I mean, if we turn off the auto_create_tags plugin, then go into our holding queue and create an incident from there, and check the box for "send an opening email about this ticket". Those work just fine.
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Re: auto_create_tags no email on incident create

Postby Tomse » Fri Sep 05, 2014 9:34 am

can you setup a test site with SiT and a mailserver and try and reproduce the problem there?

I'm all out of ideas as why it shouldn't work other than it could be your mailserver.
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.
User avatar
Tomse
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