Search found 16 matches

by seanm
15 Jun 2021, 17:54
Forum: General Plugin Discussion
Topic: public examples of gitlab integration?
Replies: 0
Views: 573

public examples of gitlab integration?

Hi all, I know MantisBT's own tracker uses the github integration: https://mantisbt.org/bugs/my_view_page.php but I'm wondering if there are any public Mantis servers (for some open source project for example) that uses the gitlab integration. I've started using the gitlab integration, and am lookin...
by seanm
11 May 2021, 20:07
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

We've just found a second occurrence, so it's probably not cosmic rays. :)

If it would help, and if you're willing, I can share the full headers of the emails that got misfiled. But not on this public forum. I could email you at the address you make your git commits from, if that's ok with you?
by seanm
10 May 2021, 20:58
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

I have those two settings as 'strict' and 'yes', respectively. The first email in the thread was titled "Problème avec la mise à jour à l'Université Laval". It created ticket 11183. My boss replied, and that got attached to 11183. The customer replied twice, and both those emails got attac...
by seanm
10 May 2021, 19:18
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

So this has all been working pretty well for me for a few weeks now, but just spotted a case of an email reply getting attached to the wrong ticket in mantis. How do I troubleshoot that? Upon examining a new email, how does it decide which existing ticket (if any) to attach it to? Does it look at th...
by seanm
19 Feb 2021, 18:11
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

So I've confirmed what's happening. The parse_from_field() function uses the following regex: /^(?:(?P<name>.*)<|)(?P<email>(?P<local>[a-zA-Z0-9.!#$%&'*+\/=?^_`{|}~-]+)@(?P<domain>[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?(?:\.[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?)*))(?:>|)$/u against...
by seanm
16 Feb 2021, 04:37
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

Yup, I can redirect the cron output, just wanted to make sure your plugin doesn't already have some log functionality built-in.

Thanks for the hint re: email_is_valid(). I've looked through the code a bit. I'll add some print statements and see if I can be sure exactly what's happening...
by seanm
15 Feb 2021, 18:29
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

So is there no log file of the results of running each cron job? Anyway, I disabled my cron job, used 'redirect' to send another message, and ran "bug_report_mail.php" manually, and looked at the output. Seems the problem is: 2021-02-15 12:36 EST MAIL_VERBOSE email_api.php:141 email_is_val...
by seanm
12 Feb 2021, 20:56
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

SL-Gundam, I've noticed something else... sometimes customers will write to employees personally, for example to sean@example.com, instead of to the managed support@example.com address. When this occurs, our current workflow is for employess to use 'redirect' (not 'forward') to redirect the message ...
by seanm
06 Feb 2021, 16:30
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

Thanks for your reply. I already have: - $g_bug_readonly_status_threshold = CLOSED; - Use Message-ID in Mail header to identify notes = yes - What kind of search should be used to find the issue id in the subject = strict But I'm not sure that last one is so relevant for me, since subject never have...
by seanm
04 Feb 2021, 19:11
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

So I've found a workflow that works reasonably well for us so far: Our public support@example.com is actually a mailman list. I created a new IMAP email account foobar@example.com. I subscribed that account to the mailman list. EmailReporting uses IMAP to check the foobar@example.com account. Our su...
by seanm
13 Jan 2021, 03:25
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

First, thanks for your fast and detailed replies! >EmailReporting only deals with processing emails into issues or notes. Got ya. And for all outgoing emails it relies on MantisBT's existing abilities. I see now. Your options 1 and 2 are impossible. Option 3 is really far from ideal. Perhaps EmailRe...
by seanm
12 Jan 2021, 21:51
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Re: Help with customer suport use case: how to reply to created tickets?

>You also need to make sure the reporter of the ticket has a valid and correct email address connected to his account. Who is "the reporter"? Currently, on my email server I have created support@example.com and I have created an account in Mantis for support@example.com. Sending email (fro...
by seanm
11 Jan 2021, 17:07
Forum: EmailReporting
Topic: Help with customer suport use case: how to reply to created tickets?
Replies: 25
Views: 1743

Help with customer suport use case: how to reply to created tickets?

Hi all, I'm looking to auto generate tickets when our company's customers send email to support@example.com (that much I now have working). But how then do our employees: 1) know that such a ticket was created? 2) reply to the customer? For 1, I suppose we just rely on Mantis' built-in ability to se...
by seanm
10 Jan 2021, 22:34
Forum: EmailReporting
Topic: How to debug "Manage Mailboxes" settings not persisting?
Replies: 3
Views: 495

Re: How to debug "Manage Mailboxes" settings not persisting?

Ah, I see, that's supposed to be a list of things added using the fields above it? I thought it was a list of my user's IMAP mailboxes. I thought it was failing to retrieve the IMAP folder list from the mail server. Might I suggest that the 'description' field should be mandatory. There's not much s...