CheckIncomingMail - broken

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Re: CheckIncomingMail - broken

Postby Tomse » Wed Jan 12, 2011 4:31 pm

is the auto_create_tags configured correctly according to the new server ?
I don't know if there needs to be done any configs.

what happends if you go to the details list of an incident, replacing the ID in the address bar with one that was shown in the email ?
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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Tomse
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Re: CheckIncomingMail - broken

Postby nicdev007 » Wed Jan 12, 2011 4:44 pm

Hi reefnerd,

Can you post the debug from the time the incident was created?? The plugin is quite verbal in the log ...

Thanks
Nicdev
Plugin Developer, Contributor, Tester, Obscure Bug Finder
aka "The Bushman", aka "NiceDev"

Life is too short to worry about the things you don't have or cannot do...
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Re: CheckIncomingMail - broken

Postby reefnerd » Wed Jan 12, 2011 5:01 pm

Progress! Tomse - yes the incident is really there if I navigate to it.

NiceDev - I'm having a problem with debug - nothing writes to the log. But I now see an alert across the top of the screen with the new incident - if I click on it I can now manage the incident. However, when I reassigned it some errors flashed briefly near the top of the screen - something about

Warning 2
function.preg-replace....?

Is this at all helpful? I'll try and get better details...
reefnerd
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Re: CheckIncomingMail - broken

Postby Tomse » Wed Jan 12, 2011 5:04 pm

reefnerd..
I'll let nicdev help you with the plugin, it's his development after all..

but you should check that the webserver has write access to the logfile
i.e. on ubuntu:
Code: Select all
sudo chown www-data:www-data /path/to/logfile
sudo chmod ug+w /path/to/logfile


to help read the logfile I've made a little plugin which can be found here http://sourceforge.net/projects/sit-plu ... s/tms_log/ you should use tms_log_v0.99_1.tar.gz for your version until you upgrade to sit v3.63 which will be released soon
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: CheckIncomingMail - broken

Postby reefnerd » Wed Jan 12, 2011 5:19 pm

Tomse - thanks log is now working....
reefnerd
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Re: CheckIncomingMail - broken

Postby reefnerd » Wed Jan 12, 2011 5:24 pm

NiceDev - here's the log after trying to reassign some auto-created incidents....

*******************************************************************************
2011-01-12T09:18:46-08:00 /sit/incident_reassign.php Warning [2] preg_replace() [function.preg-replace]: Compilation failed: nothing to repeat at offset 8 (in line 90 of file /var/www/sit/lib/mime.inc.php)
2011-01-12T09:18:46-08:00 /sit/incident_reassign.php case1, 2
2011-01-12T09:18:46-08:00 /sit/incident_reassign.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="SITMIME200908Hfe079e74c4d592f3f1e2d17eedc3e271"


This is a MIME encoded message


--SITMIME200908Hfe079e74c4d592f3f1e2d17eedc3e271
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 211 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 211 in all communications.=20

For all email communications please title your email as [211] - test 5

--
... SFBayIT Helpdesk http://support.sfbayit.com/sit



--SITMIME200908Hfe079e74c4d592f3f1e2d17eedc3e271--
2011-01-12T09:19:01-08:00 /var/www/sit/auto.php actionsArray
(
[CloseIncidents] =>
[SetUserStatus] =>
[TimeCalc] =>
[CheckWaitingEmail] =>
[CheckIncomingMail] =>
[ldapSync] =>
)
2011-01-12T09:20:01-08:00 /var/www/sit/auto.php actionsArray
(
[CloseIncidents] =>
[SetUserStatus] =>
[TimeCalc] =>
[CheckWaitingEmail] =>
[CheckIncomingMail] =>
[ldapSync] =>
)
2011-01-12T09:21:01-08:00 /var/www/sit/auto.php actionsArray
(
[CloseIncidents] =>
[SetUserStatus] =>
[PurgeJournal] =>
[TimeCalc] =>
[CheckWaitingEmail] =>
[CheckIncomingMail] =>
[ldapSync] =>
)
2011-01-12T09:22:01-08:00 /var/www/sit/auto.php actionsArray
(
[CloseIncidents] =>
[SetUserStatus] =>
[TimeCalc] =>
[CheckWaitingEmail] =>
[CheckIncomingMail] =>
[ldapSync] =>
)
reefnerd
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Re: CheckIncomingMail - broken

Postby nicdev007 » Wed Jan 12, 2011 6:13 pm

Hi Reefnerd,

It seems there is a problem in "mime.inc.php", which is the core of SiT, and especially in the function "encode_email_subject". Can you post some debug of when the incidents were created by "auto_create_tags"? The plugin creates the incindent, as SiT! does, and then uses a built in SiT! function to re-assign it. Hence the reason why it fails as well when you try to re-assign manually.

Does the re-assign actually work? or does it remain assigned to the current user?

Best
Nicdev
Plugin Developer, Contributor, Tester, Obscure Bug Finder
aka "The Bushman", aka "NiceDev"

Life is too short to worry about the things you don't have or cannot do...
User avatar
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Re: CheckIncomingMail - broken

Postby reefnerd » Wed Jan 12, 2011 11:31 pm

Nicedev - yes the reassignment appears to work - but I still can't see the incidents listed...here's the latest error log....(note I removed a bunch of idle mail checking....

*******************************************
2011-01-12T09:18:46-08:00 /sit/incident_reassign.php Warning [2] preg_replace() [function.preg-replace]: Compilation failed: nothing to repeat at offset 8 (in line 90 of file /var/www/sit/lib/mime.inc.php)
2011-01-12T09:18:46-08:00 /sit/incident_reassign.php case1, 2
2011-01-12T09:18:46-08:00 /sit/incident_reassign.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="SITMIME200908Hfe079e74c4d592f3f1e2d17eedc3e271"


This is a MIME encoded message


--SITMIME200908Hfe079e74c4d592f3f1e2d17eedc3e271
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 211 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 211 in all communications.=20

For all email communications please title your email as [211] - test 5

--
... SFBayIT Helpdesk http://support.sfbayit.com/sit



--SITMIME200908Hfe079e74c4d592f3f1e2d17eedc3e271--
2011-01-12T09:19:01-08:00 /var/www/sit/auto.php actionsArray
(
[CloseIncidents] =>
[SetUserStatus] =>
[TimeCalc] =>
[CheckWaitingEmail] =>
[CheckIncomingMail] =>
[ldapSync] =>
)

)
2011-01-12T15:19:01-08:00 /var/www/sit/auto.php actionsArray
(
[CloseIncidents] =>
[SetUserStatus] =>
[TimeCalc] =>
[CheckWaitingEmail] =>
[CheckIncomingMail] =>
[ldapSync] =>
)
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php Found 1 email(s) to fetch, Archive folder set to: ''
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php Retrieving message 1 from server
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php Message 0 Email Type: 'html', Encoding: 'iso-8859-1'
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php DECODED: Array
(
[0] => Array
(
[Headers] => Array
(
[received:] => Array
(
[0] => from psmtp.com (64.18.3.68) by sfbayitexch07.vlahosassociates.com(192.168.200.15) with Microsoft SMTP Server id 8.2.255.0; Wed, 12 Jan 201115:20:05 -0800
[1] => from source ([209.85.160.176]) by exprod8mx270.postini.com([64.18.7.10]) with SMTP; Wed, 12 Jan 2011 15:18:38 PST
[2] => by gyf1 with SMTP id 1so464509gyf.21 for; Wed, 12 Jan 2011 15:18:37 -0800 (PST)
[3] => by 10.150.201.10 with SMTP id y10mr2879385ybf.275.1294874317177;Wed, 12 Jan 2011 15:18:37 -0800 (PST)
[4] => by 10.150.58.15 with HTTP; Wed, 12 Jan 2011 15:18:37 -0800 (PST)
)

[from:] => John Vlahos
[to:] => tickets
[date:] => Wed, 12 Jan 2011 15:18:37 -0800
[subject:] => test for Nicedev
[thread-topic:] => test for Nicedev
[thread-index:] => Acuyrz7maPG8GYMtTyS7/+TIBk+/zQ==
[message-id:] =>
[accept-language:] => en-US
[content-language:] => en-US
[x-ms-exchange-organization-authas:] => Anonymous
[x-ms-exchange-organization-authsource:] => SFBayITEXCH07.vlahosassociates.com
[x-ms-has-attach:] =>
[x-ms-tnef-correlator:] =>
[dkim-signature:] => v=1; a=rsa-sha256; c=relaxed/relaxed; d=gmail.com;s=gamma; h=domainkey-signature:mime-version:date:message-id:subject:from:to :content-type; bh=/6H+WzTmpeQAne2SR1IZ95xMzAEZxQW1PYa3XZzgZEQ=; b=B+wlm5YnB147fLWawvxkkJHdOPx5W0rmHxueKjL5YBWzEWe/uA/I77/s2/dKqlZXuD ZxcwNcWOSTjr8QPYGUJHtfOZh1hXYSmxL0lDnrZjgMZbOdr7GQ9LEtHQhVsb6R2H3fW+ Rpf9bKlLxsx1wqvxngFh7f0YXrSInKowSxmcw=
[domainkey-signature:] => a=rsa-sha1; c=nofws; d=gmail.com; s=gamma; h=mime-version:date:message-id:subject:from:to:content-type; b=pJwgTp8lI7F9/UPgJQcofK9rVBE26xXQOjU+++YHHAOEt9NNjwnJgstK/SpxhFS2x7 29KbwaCc2KSfwzp6fshfY7oj4Uhrv2Fv2atWGKNsLZhwRbyqbjR1peWuUwUH3NFzINCR LtiS6g65nG3A8eXLPKwdguFINA0SBo0fKMYLs=
[x-pstn-levels:] => (S:99.90000/99.90000 CV:99.9000 FC:95.5390 LC:95.5390R:95.9108 P:95.9108 M:97.0282 C:98.6951 )
[x-pstn-addresses:] => from [db-null]
[x-pstn-settings:] => 5 (2.0000:0.3000) s cv GT3 gt2 gt1 r p m c
[x-pstn-neptune:] => 0/0/0.00/0
[content-type:] => multipart/alternative;boundary="_000_AANLkTimYMXTjSXyMzvEtfN9w6miEu6kbcGhva1juptmailgmailcom_"
[mime-version:] => 1.0
)

[Parts] => Array
(
[0] => Array
(
[Headers] => Array
(
[content-type:] => text/plain; charset="iso-8859-1"
[content-transfer-encoding:] => quoted-printable
)

[Parts] => Array
(
)

[Body] => joijva paidfj a'psvoj p psaojv 'spaovj 'psovj


[BodyPart] => 1
[BodyLength] => 50
)

[1] => Array
(
[Headers] => Array
(
[content-type:] => text/html; charset="iso-8859-1"
[content-transfer-encoding:] => quoted-printable
)

[Parts] => Array
(
)

[Body] => joijva† paidfj a'psvoj p psaojv 'spaovj 'psovj


[BodyPart] => 2
[BodyLength] => 67
)

)

[ExtractedAddresses] => Array
(
[from:] => Array
(
[0] => Array
(
[address] => vlahos.john@gmail.com
[name] => John Vlahos
)

)

[to:] => Array
(
[0] => Array
(
[address] => tickets@sfbayit.com
[name] => tickets
)

)

)

)

)
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php incident ID :
Contactid: 18
Subject : test for Nicedev
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php The time limit = 1279322341
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php Db test subject = test for nicedev
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php The count of duplicates was : 0
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php Create incident after duplicate check = 1(1=True 0=False)
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php The contracts for: 18 is : Array
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php The software list = 2,
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php The contracts for: 18 is : Array
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php The software list = 2,
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php The software tag returned is : 2
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php Creating incident with: Subj = test for Nicedev Contactid=18 SL=standard Cid=8 Prod=1 Soft=2 Prio=Medium
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php Incident ID created : 212
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php CC address(es) found :
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php ERROR: Warning preg_replace(): Compilation failed: nothing to repeat at offset 8 in /var/www/sit/lib/mime.inc.php at line 90
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php case1, 2
2011-01-12T15:19:06-08:00 /var/www/sit/auto.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="SITMIME200908Be19368e58a9ae293a72e420e8d1cf338"


This is a MIME encoded message


--SITMIME200908Be19368e58a9ae293a72e420e8d1cf338
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 212 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 212 in all communications.=20

For all email communications please title your email as [212] - test for Ni=
cedev

--
... SFBayIT Helpdesk http://support.sfbayit.com/sit



--SITMIME200908Be19368e58a9ae293a72e420e8d1cf338--
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php ERROR: Warning preg_replace(): Compilation failed: nothing to repeat at offset 8 in /var/www/sit/lib/mime.inc.php at line 90
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php case1, 2
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="SITMIME200908[408e603c3e4e2983c0e42d6bea5f6df9"


This is a MIME encoded message


--SITMIME200908[408e603c3e4e2983c0e42d6bea5f6df9
Content-Type: text/plain; charset=UTF-8;
charset=UTF-8
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

Hi,

Incident [212] entitled test for Nicedev has been reassigned to you.

The details of this incident are:

Priority: Unknown
Contact: John Vlahos
Site: SF Bay IT


Regards
SF Bay IT Helpdesk System

--=20
12th January 2011 - Helpdesk v3.61
--
... SFBayIT Helpdesk http://support.sfbayit.com/sit



--SITMIME200908[408e603c3e4e2983c0e42d6bea5f6df9--
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php Succesfully created incident: 212
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php ERROR: Warning preg_replace(): Compilation failed: nothing to repeat at offset 8 in /var/www/sit/lib/mime.inc.php at line 90
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php case1, 2
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="SITMIME200908I21f64f000f1b0d81fba1b1e6eb53e49d"


This is a MIME encoded message


--SITMIME200908I21f64f000f1b0d81fba1b1e6eb53e49d
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 212 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 212 in all communications.=20

For all email communications please title your email as [212] - test for Ni=
cedev

--
... SFBayIT Helpdesk http://support.sfbayit.com/sit



--SITMIME200908I21f64f000f1b0d81fba1b1e6eb53e49d--
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php ERROR: Warning preg_replace(): Compilation failed: nothing to repeat at offset 8 in /var/www/sit/lib/mime.inc.php at line 90
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php case1, 2
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="SITMIME200908Yea1648875df1fc4007eff288217b1bdf"


This is a MIME encoded message


--SITMIME200908Yea1648875df1fc4007eff288217b1bdf
Content-Type: text/plain; charset=UTF-8;
charset=UTF-8
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

Hi,

Incident [212] entitled test for Nicedev has been reassigned to you.

The details of this incident are:

Priority: Unknown
Contact: John Vlahos
Site: SF Bay IT


Regards
SF Bay IT Helpdesk System

--=20
12th January 2011 - Helpdesk v3.61
--
... SFBayIT Helpdesk http://support.sfbayit.com/sit



--SITMIME200908Yea1648875df1fc4007eff288217b1bdf--
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php Incident re-assigned to: 4
2011-01-12T15:19:07-08:00 /var/www/sit/auto.php Converted message encoding from iso-8859-1 to UTF-8
2011-01-12T15:20:01-08:00 /var/www/sit/auto.php actionsArray
(
[CloseIncidents] =>
[SetUserStatus] =>
[TimeCalc] =>
[CheckWaitingEmail] =>
[CheckIncomingMail] =>
[ldapSync] =>
)
2011-01-12T15:20:32-08:00 /sit/incident_reassign.php Warning [2] preg_replace() [function.preg-replace]: Compilation failed: nothing to repeat at offset 8 (in line 90 of file /var/www/sit/lib/mime.inc.php)
2011-01-12T15:20:32-08:00 /sit/incident_reassign.php case1, 2
2011-01-12T15:20:32-08:00 /sit/incident_reassign.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="SITMIME200908K9d4e685a66ac430260385c1fc042a923"


This is a MIME encoded message


--SITMIME200908K9d4e685a66ac430260385c1fc042a923
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 211 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 211 in all communications.=20

For all email communications please title your email as [211] - test 5

--
... SFBayIT Helpdesk http://support.sfbayit.com/sit



--SITMIME200908K9d4e685a66ac430260385c1fc042a923--
2011-01-12T15:20:32-08:00 /sit/incident_reassign.php Warning [2] preg_replace() [function.preg-replace]: Compilation failed: nothing to repeat at offset 8 (in line 90 of file /var/www/sit/lib/mime.inc.php)
2011-01-12T15:20:32-08:00 /sit/incident_reassign.php case1, 2
2011-01-12T15:20:32-08:00 /sit/incident_reassign.php Message: MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="SITMIME200908Aed9d3adea903adee257440a42b916c26"


This is a MIME encoded message


--SITMIME200908Aed9d3adea903adee257440a42b916c26
Content-Type: text/plain; charset=UTF-8;
charset=UTF-8
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

Hi,

Incident [211] entitled test 5 has been reassigned to you.

The details of this incident are:

Priority: Unknown
Contact: John Vlahos
Site: SF Bay IT


Regards
SF Bay IT Helpdesk System

--=20
12th January 2011 - Helpdesk v3.61
--
... SFBayIT Helpdesk http://support.sfbayit.com/sit



--SITMIME200908Aed9d3adea903adee257440a42b916c26--
2011-01-12T15:21:02-08:00 /var/www/sit/auto.php actionsArray
(
[CloseIncidents] =>
[SetUserStatus] =>
[TimeCalc] =>
[CheckWaitingEmail] =>
[CheckIncomingMail] =>
[ldapSync] =>
)
2011-01-12T15:22:01-08:00 /var/www/sit/auto.php actions
reefnerd
SiT! Expert
SiT! Expert
 
Posts: 77
Joined: Tue May 19, 2009 12:03 am

Re: CheckIncomingMail - broken

Postby Tomse » Thu Jan 13, 2011 6:56 am

reefnerd.

who are the incidents assigned to when they are not displayed ?
you can see who by going to the incident details page of one you can see and change the ID in the address bar, like you did ealier.

on the Support --> All Incidents they should be displayed, can you confirm if they are or not.

It seems to me that the incidents are there, but you have a view where they aren't.
I'd like to know which page you are supposed to have this, but where it isn't.

Cheers
Tomse
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
SiT! Developer
SiT! Developer
 
Posts: 1137
Joined: Fri Feb 20, 2009 10:51 am
Location: Somewhere near Copenhagen Denmark

Re: CheckIncomingMail - broken

Postby reefnerd » Thu Jan 13, 2011 4:12 pm

Tomse - I've tried reassigning to various people and the incidents are not listed on any of the views including 'All Incidents', Waiting', 'All Open', 'My Incidents' etc...However they do show up in the alert bars across the top of the page just after they've been created. From there I can click "View Incident' and reassign etc.

John
reefnerd
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SiT! Expert
 
Posts: 77
Joined: Tue May 19, 2009 12:03 am

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