sgpaul Posted November 20, 2007 Share Posted November 20, 2007 I am having problems with the support tickets. Some messages sent from the web are arriving empty, not all of them, there seems to be something that causes the message to arrive empty, anyone having this problem? I don't know what is triggering it since customers are sending this and I cannot bother them with this. thank you Pablo 0 Quote Link to comment Share on other sites More sharing options...
DeanClinton Posted November 20, 2007 Share Posted November 20, 2007 I was having the same issue, I don't know what was causing it. I ended up not using email piping. 0 Quote Link to comment Share on other sites More sharing options...
hightekhosting Posted November 21, 2007 Share Posted November 21, 2007 We too were having the same trouble...*taps Matt's shoulder*...see, I wasn't fibbing or dreaming...it truely happened!!! lol Seems to have been resolved since 3.4.1, so if you don't have it already, I would suggest upgrading. We still use piping and so far, so good Cheers, Dale 0 Quote Link to comment Share on other sites More sharing options...
mrprez Posted November 21, 2007 Share Posted November 21, 2007 We have upgraded and still get these. Mostly happens when someone tries to forward an email to the support email address. We are using piping. John 0 Quote Link to comment Share on other sites More sharing options...
hightekhosting Posted November 21, 2007 Share Posted November 21, 2007 We have upgraded and still get these. Mostly happens when someone tries to forward an email to the support email address. We are using piping. John Try uploading the functions.php again and only this file. We also did this and it solved the issue. What FTP program are you using? Dale 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted November 21, 2007 WHMCS CEO Share Posted November 21, 2007 Emails can of course not be forwarded into the support desk as the text would be below a breakline which means it gets cut off. And regarding the 3.4.0 -> 3.4.1 upgrade, nothing changed in the piping files so that is unlikely to change anything (functions.php plays no part in email piping). Matt 0 Quote Link to comment Share on other sites More sharing options...
mrprez Posted November 21, 2007 Share Posted November 21, 2007 Emails can of course not be forwarded into the support desk as the text would be below a breakline which means it gets cut off. And regarding the 3.4.0 -> 3.4.1 upgrade, nothing changed in the piping files so that is unlikely to change anything (functions.php plays no part in email piping). Matt Yep, I realize that and am not looking for that to be changed. Was just pointing out a possiblity for getting blank tickets. John 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted November 23, 2007 Share Posted November 23, 2007 Emails can of course not be forwarded into the support desk as the text would be below a breakline which means it gets cut off. Why does it have to cut it off? I would have thought the ability to forward an email was fundamental to a support system - our hosting resellers are constantly forwarding emails to us that they've received from their clients. And we're constantly having to reply saying we can't read the content of the mail. Can anyone give a logical explanation as to why forwarded emails are not permitted in the support system? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted November 23, 2007 WHMCS CEO Share Posted November 23, 2007 Can anyone give a logical explanation as to why forwarded emails are not permitted in the support system? Because without the break lines you would always get the previous reply under the reply a person makes which takes up more space, requires more scrolling, looks messy, etc... Matt 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted November 23, 2007 Share Posted November 23, 2007 Because without the break lines you would always get the previous reply under the reply a person makes which takes up more space, requires more scrolling, looks messy, etc... Matt Is it not possible therefore to allow a forward when a ticket is created, but strip it in subsequent replies? The inability of clients to forward emails to us is a big headache at the moment. 0 Quote Link to comment Share on other sites More sharing options...
DeanClinton Posted November 23, 2007 Share Posted November 23, 2007 Yes, I agree. I'd rather the messiness rather than a blank ticket. I've had to go out and purchase Kayako. I'd previously used Trellis Desk, but due to it's couple of annoying bugs I've replaced it with Kayako. 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted December 3, 2007 Share Posted December 3, 2007 This inability of WHMCS to accept forwarded emails is making us look incompetent to our customers. We're constantly having to reply to tickets asking customers to cut and paste content in order to see it. Can you not give us the choice as to whether to accept them or not? A tick-box somewhere in the config that ask us whether we want to strip content? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted December 3, 2007 WHMCS CEO Share Posted December 3, 2007 There already is an option. Just delete the entries from the tblticketbreaklines table of the database if you want to have all replies and forwards also included in reply emails. Note: This is not recommended. Matt 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted December 4, 2007 Share Posted December 4, 2007 There already is an option. Just delete the entries from the tblticketbreaklines table of the database if you want to have all replies and forwards also included in reply emails. Matt Perfect. Thanks Matt. 0 Quote Link to comment Share on other sites More sharing options...
sgpaul Posted December 27, 2007 Author Share Posted December 27, 2007 Just for the record, the empty support messages were happening when created online, not through email piping. These happened randomly, it has not happened since we moved the system to another server. Fingers crossed! Pablo 0 Quote Link to comment Share on other sites More sharing options...
iambleaching Posted February 17, 2008 Share Posted February 17, 2008 The problem I'm having is any email send via Sun Java System Messenger Express 6.2-8.04 (built Feb 28 2007) will be blank in the support system. This webmail system is use by Telekom Malaysia, the ISP that almost monopoly in Malaysia. 0 Quote Link to comment Share on other sites More sharing options...
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