Jump to content
J-B

Ticket Import Failed on owner tickets

Recommended Posts

3 hours ago, bady said:

Making the failed import more visible in the log cannot be the solution. We can't look at the logs every few minutes to see if there is another entry!

I wholeheartedly agree with this comment.

@WHMCS John this is a serious issue and needs to be addressed urgently.

A simple solution would be to add a notice on the dashboard, but even that is a bandaid.  

 

Share this post


Link to post
Share on other sites

Thanks for the feedback on the direction you'd like to see this feature move in. I've shared that with the product team.

Share this post


Link to post
Share on other sites

I personally feel this issue is even worse than the developers realize. For example, we have emails being blocked because of case sensitivity. How can I add another email address, when it is the SAME email address.

For example: We get an email from joe.smith@mail.com - but, when they reply to the ticket, it shows Joe.Smith@Mail.Com - This is blocked.

This is a huge failure of an update.

Share this post


Link to post
Share on other sites

Just come across this issue ourselves when noticing that a ticket wasn't opened for a client reply, this certainly is a major issue for client replies to go missing and only notice if you check the ticket import log, has there been any progress on a solution for this?

Share this post


Link to post
Share on other sites

We had to finally breakdown and add a hook. This hook sits on the ticket page and looks at missed imports. We then can decide if we need to import the email or not from that hook.

Good luck!

Share this post


Link to post
Share on other sites

Agreed with above replies. This is a very silly "feature".

We have a lot of customers who are part of a distribution group and then reply from their personal emails (which are then not imported).
As well as the case insensitive issue (example@example.com vs Example@example.com)

Hope to see a quick resolution.

Share this post


Link to post
Share on other sites

This was a "make or break" issue for us to decide what to use when we moved off Kayako (which we'd manually patched for years).
Finally decided we'd have to get a third party desk again, since we get emails all the time that would break the WHMCS desk as above.

Share this post


Link to post
Share on other sites

Is it fix in WHMCS 8.2?

I've said it before and I like to repeat myself, this bug is bad for all our business!

The case insensitive issue is really 🤬 and the manually function"Ignore Error & Import" is not working too! We have no chance to import the blocked Mails!

Share this post


Link to post
Share on other sites
1 hour ago, J-B said:

Is it fix in WHMCS 8.2?

I've said it before and I like to repeat myself, this bug is bad for all our business!

The case insensitive issue is really 🤬 and the manually function"Ignore Error & Import" is not working too! We have no chance to import the blocked Mails!

They only shared with the development team in march -  Only 5 years and 9 months to go and it'll be built into whmcs as a brand new and exciting featue 😛 

Share this post


Link to post
Share on other sites

there is an entry in the v8.2 RC1 changelog...

Quote

CORE-16527 - Improve inspection of email sender for piped tickets

but whether it addresses your issue specifically, i've got no idea.

Share this post


Link to post
Share on other sites

It should be a simple fix really for a major issue, you don't necessarily find out about the issue until an angry client gets in touch asking why you've been ignoring them, then you have to blame WHMCS for breaking something that was working fine. 

Share this post


Link to post
Share on other sites
3 hours ago, volex said:

It should be a simple fix really for a major issue, you don't necessarily find out about the issue until an angry client gets in touch asking why you've been ignoring them, then you have to blame WHMCS for breaking something that was working fine. 

This is the issue, the one that gets ignored. It can often be make or break point by the time they're in touch! 

Our system emails that get sent via whmcs list the issue to help negate that but it still happens 

Share this post


Link to post
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.


×
×
  • Create New...

Important Information

By using this site, you agree to our Terms of Use & Guidelines and understand your posts will initially be pre-moderated