Hi, I'm sorry for asking what must seem like a silly question. I have read and tried to follow all the instructions in the Install and Mail text. But it's not clear to me, am I supposed to have 2 separate emails to be able to run email integration properly?

What is happening now is that I have the settings for outgoing and incoming mail from one email. The problem is that when that email sends out a notification, it registers as an update, and cron then pulls this into the system. The system then generates yet another email to say that the ticket has been updated, and the process continues again. Overnight, this "loop" has generated over 80 emails!

What is wrong with my set-up? Thanks.

Comments

jeremy’s picture

jeremy commented
Status: Active » Postponed (maintainer needs more info)

You will need 1 dedicated email address per integrated client.

It sounds like you've got user 'Foo' and client 'Bar', and you're trying to use the same email address for both? This won't work, and will instead generate a loop as you've described. User 'Foo' and client 'Bar' each need to have their own email address.

pekman’s picture

pekman commented

Thanks for trying to help me.

I only have 1 integrated client and it has a dedicated email - support@... - Is this loop happening because I have enabled subscriptions for tickets? Should I disable subscriptions?

I have had to turn of Cron temporarily as you can imagine how it is piling up the self-generated, self-looping emails! LOL

jeremy’s picture

jeremy commented

Why are subscription emails going to the support@ address? This email address should only be used for the client, and nothing else. If you are sending subscription emails there, then something is configured wrong...

The support module should not be configured to send any emails to the integrated email address.

pekman’s picture

pekman commented

I think I will let the support system email be tickets@ and the Client (there's only 1) as support@

I think that should work.

jeremy’s picture

jeremy commented
Status: Postponed (maintainer needs more info) » Fixed

The general idea is this.

Set up a "client" in the support ticketing system. Create an email address for receiving email from that client, for examples:
client@support.sample.com

Now, each client can have any number of individual users that view/create/update tickets. They do so from their own personal email addresses -- all they need to do is to cc client@support.sample.com for their emails to be added to the ticketing system. Thus, for example say you have two users with email addresses user1@sample-client-domain.com and user2@sample-client-domain.com. If user1@ sends an email to client@support.sample.com, a ticket is created. Now user2 logs in and updates the ticket, at this point a notification will be sent to both user1@ and user2@...

Status: Fixed » Closed (fixed)

Automatically closed -- issue fixed for 2 weeks with no activity.