wdfee Posted August 26, 2013 Report Posted August 26, 2013 Hello, in my settings, ticket updates from clients are sent to the staff, but the staff reply isn't sent to the client. The system is installed on another domain than I use for mail. Could this be the cause? system location on: https://subdomain.blestainstall.com [settings] > : Allow html, use SMTP, with SSL Host: smtp.hostofmaildomain.net Port: 465 user: send@mymaildomain.com pw: ****** (So far everything is fine, all other emails are sent.) [settings] > > : for all ticket mails (staff and client) I set sender to: support@mymaildomain.com [support] > [Departments]: created departement: Billing email: billing@mymaildomain.com IMAP, SSL, INBOX, read Host: imap.hostofmaildomain.net User: billing@mymaildomain.com pw: ******* Port: 993 (Do I have to use piping to send emails to clients?) [support] > [staff]: added admin as staff for department Billing, email: info@mymaildomain.com set clock to whole day on monday, all ticket types. department: Billing tried answering per mail and answering per admin interface.
wdfee Posted August 26, 2013 Author Report Posted August 26, 2013 No.. I forgot to say: The system is not only installed on another domain than I use for mail, it's also a different server. On the server with the blesta install I installed mailparse. To the mail server I don't have access. But if this would be the cause I'd change the used email and set a new one up on my own server with the same domain as the blesta install is on.
Tyson Posted August 26, 2013 Report Posted August 26, 2013 Is the email template, Ticket Updated, enabled? Are there any logs related to it under [Tools] -> [Logs] -> ? Michael 1
wdfee Posted August 26, 2013 Author Report Posted August 26, 2013 yes, template is enabled. no, nothing in the logs: Only the first mail/ticket opened, but no ticket update.
wdfee Posted August 26, 2013 Author Report Posted August 26, 2013 think I got the answer - and would call this a bug: it doesn't work if the default and/or client language is set to another than English. The support manager plugin serves only english email templates, so other languages are not processed. I don't know why it works for staff mails, maybe because it seems that staff hasn't any language settings.
wdfee Posted August 26, 2013 Author Report Posted August 26, 2013 so ok, I went into my database and made a copy of the email row of the Ticket Update Mail, set language to de_de - and now the emails are sent.
Michael Posted August 26, 2013 Report Posted August 26, 2013 so ok, I went into my database and made a copy of the email row of the Ticket Update Mail, set language to de_de - and now the emails are sent. Ah so it was due to something in the db not setting to the language your using.
wdfee Posted August 26, 2013 Author Report Posted August 26, 2013 in the blesta settings interface for email templates, there is only one language (English) provided for the ticket mails. So it could only be added directly in the db.
wdfee Posted August 26, 2013 Author Report Posted August 26, 2013 ...the other email templates are there in all installed languages.
Michael Posted August 26, 2013 Report Posted August 26, 2013 So we need the language selector on the Blesta settings to update them? If we do, I'm sure the devs will look into it wdfee 1
Tyson Posted August 27, 2013 Report Posted August 27, 2013 CORE-711. This applies to plugins installed after languages have been installed. Michael and wdfee 2
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