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  4.  / xhelp 0.7: checkmail.php run in cron job every minut?
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11
irmtfan
Re: xhelp 0.7: checkmail.php run in cron job every minut?

  • 2005/1/5 17:26

  • irmtfan

  • Module Developer

  • Posts: 3419

  • Since: 2003/12/7


i check the tpl files
i missed {TICKET_SUPPORT_KEY} code in ticket_newresponse_notify.tpl so i put it and update the module. but still send emailes with old tpl?
i use xhelp --> admin --> edit emails templates and update it but still send email with old template?
how can i update email templates?
i see the new template in admin but send old template to user email
12
ackbarr
Re: xhelp 0.7: checkmail.php run in cron job every minut?

Can you confirm if the "Support Key" actually shows up in the auto-responses to your email submission?

I have a hunch that the cause is the matching algorithm does not properly handle multi-byte character sets, but want to ensure that the key is actually being added to the responses.
13
irmtfan
Re: xhelp 0.7: checkmail.php run in cron job every minut?

  • 2005/1/5 17:37

  • irmtfan

  • Module Developer

  • Posts: 3419

  • Since: 2003/12/7


in addition:
the {TICKET_SUPPORT_KEY} is exist in /mail_template/ticket_newticket_byemail_notify.tpl and also in email sent to user , but still "reply to" create a new ticket.
14
irmtfan
Re: xhelp 0.7: checkmail.php run in cron job every minut?

  • 2005/1/5 17:43

  • irmtfan

  • Module Developer

  • Posts: 3419

  • Since: 2003/12/7


Quote:

ackbarr wrote:
I have a hunch that the cause is the matching algorithm does not properly handle multi-byte character sets, but want to ensure that the key is actually being added to the responses.

maybe UTF-8 charset problem.
but do you test email tracking in the demo site?
i think response to email create a new ticket instead of track it
15
ackbarr
Re: xhelp 0.7: checkmail.php run in cron job every minut?

I assure you that I tested the response code quite a lot as I had to ensure that it dealt with:
Quoted Text
Attachments
Being added to the correct ticket

However it was only heavily tested using ISO-8859-1 as its character set.

The demo site is not using email ticket submission at the moment. And since it uses a different character set anyway, we aren't really comparing "apples to apples"

I think the proper way to deal with this situation is to move the support key into the message subject. That way I can remove the need for a string to label the support key in the message, eliminating (I think) the problem of character encoding.
16
irmtfan
Re: xhelp 0.7: checkmail.php run in cron job every minut?

  • 2005/1/5 17:56

  • irmtfan

  • Module Developer

  • Posts: 3419

  • Since: 2003/12/7


ackbarr
this is nice if you put supprt key and ticket title to message subject something like this:
[ support key ] title
also i can use ISO-8859-1 for email templates but how can i update it?
i really confuse about it. it doent update when i upload all files from mail_template/english or update it in admin.
still send emails with old templates ???
17
ackbarr
Re: xhelp 0.7: checkmail.php run in cron job every minut?

I was thinking of flipping the order from your example:

Say the following ticket was submitted via email:

Test Message

Responses would be sent as:

Re: Test Message [support key]

The email templates are stored in the following directory:

/modules/xhelp/language//mail_templates/

It sounds like you need to check the permissions on these files, which need to be writable by your webserver (666 permissions on most apache installs)
18
irmtfan
Re: xhelp 0.7: checkmail.php run in cron job every minut?

  • 2005/1/5 18:47

  • irmtfan

  • Module Developer

  • Posts: 3419

  • Since: 2003/12/7


ok finally its update after some minuts.strange i dont know why it takes some minuts for update the templates.
any way,
still it doesnt track and also i get this warnning in
/modules/xhelp/checkemail.php when i run it in browser in first run.but when i reload the page it run correctly but create a new ticket.
Warning: Invalid argument supplied for foreach() in /home/.../public_html/modules/xhelp/class/msgStore.php on line 72

i think this warnning xause the problem
19
ackbarr
Re: xhelp 0.7: checkmail.php run in cron job every minut?

Reply Tracking: it won't until I adjust the code in /class/msgParser and the email templates Subject / Body

foreach loop error: Can you send the same email to me that triggered that error. I will IM you the email address so I can take a look at it.
20
irmtfan
Re: xhelp 0.7: checkmail.php run in cron job every minut?

  • 2005/1/10 16:57

  • irmtfan

  • Module Developer

  • Posts: 3419

  • Since: 2003/12/7


ok i run a cron job every minut but tonight i go to ftp and see there are a tons of checkemail.php.xxx (xxx is numbers) in ROOT
it seems it create a 0 byte checkemail.php every minut in root.
how can i solve this?
thnaks a lot
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