Support

 Hello,

I have started a new ticket as the previous ticket regarding our migration from J3/ATS4 to J4/ATS5 was getting long.

One issue that we are currently experiencing is the ATS mailfetch plug in appears to be ignoring the "Reply by Email" = No.

I have attached a screenshot of the mailfetch settings and a screenshot of the email notification received after I replied to an email ticket confirmation.

Can you confirm that our configuration should disallow replies by email for any ticket?

Do you have suggestions how we troubleshoot this? 

Thanks as alway for your support!

Eric

Hello,

I have some additional updates:

Fresh Install of J4.3.3 and ATS5.2.8

When testing the option"Reply By Email" = No ATS behaves as expected and the user replying by email receives the notification that replies are not allowed

Fresh Production J4/ATS5 Site prior to Data Migration

This is site that has all of the categories, fields, templates, etc. setup prior to production data migration. When testing the "Reply By Email" = No setting, it is ignored and users can reply to tickets via email, regardless of this setting.

It should be noted, that this system was built over time and had been upgraded during our project starting with early releases of ATS 5.0.5 I believe. In addition this system has had the following dev builds applied during our project to address various bugs we experienced.

Here is list of the dev builds we have installed:

pkg_ats-5.2.8-dev202306261101-rev89862f53-pro (This most recent build address issues with mailfetch)

pkg_ats-5.1.1-dev202209211247-rev7a33f72a-pro

pkg_ats-5.1.1-dev202209081301-rev4daeb842-pro

Is it possible that the upgrade from these various development builds has introduced an issue that a normal upgrade may have addressed?

I can provide access to a development site with various iterations of our Fresh J4/ATS5 build prior to our data migration if needed.

Thanks in advance,

Eric