Support

Hello,

We have just configured ATS' option to fetch e-mails and convert them into tickets. This feature works fine if there's only one mail in your inbox, but we noticed a problem when two or more mails are available.

When two or more mails are being "converted", the following happens: (Let's call them Ticket A and Ticket B)

- The mail for Ticket A is converted to a ticket, which is what we want. Yay!
- The mail for Ticket B isn't converted, however, dissapears into nothingness.

- Managers then receive the confirmation mail for Ticket B (which isn't on the site)
- No mail is received for Ticket A (the one converted into a ticket).

EDIT / ADDON
We just tested replying to a ticket, and the following then happens:
- We replied to Ticket B (as Ticket A didn't send a mail). Akeeba Tickets then fetched that e-mail and added it as a reply to Ticket A in ATS.

We've set up our system like this:

1. A mailbox [email protected]
2. ATS is configured to use [email protected] to fetch mail, using IMAP.
3. Fetching the mails works... as long as there's only one ticket in the inbox.


We've also setup some aliases but we aren't using those right now.

Hello Davide,

At this moment we've only got one mailbox ([email protected]). We use the "Default" category for ATS to send the tickets to.

We haven't setup mailboxes or aliases for other categories so far.

Hello Davide,

I just checked and there's only one ticket saved in the database, a mixup of ticket a and ticket B. It's using content of one and the title / alias of the other, in one combined ticket.

Hope this helps!

Hi Davide,

Mail 1 is titled "Test Gmail II" with the content "Test Gmail II"
Mail 2 was titled "Test Outlook II" with the content 'Test Outlook II'.

I hope this helps. We also just noticed that the fetcher will also "use" and mix up tickets this way when a mail is "denied" because someone isn't a user. :)

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