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Akeeba Ticket System

#23331 Reply by email not allowed but reply by email and category permissions set

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’
This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

Joomla! version
n/a
PHP version
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Akeeba Ticket System version
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Latest post by nicholas on Wednesday, 30 September 2015 10:36 CDT

SatIntAKB
 Hi, my test user email gets "We do not accept replies to tickets via email".
The cron job works
Akeeba Ticket System -- Fetch email for the Reply By Email feature
Copyright 2011-2015 Nicholas K. Dionysopoulos / AkeebaBackup.com
...
Preparing to check for email
1-- [User email and subject]
Email was successfully fetched

In Reply By Email config
Reply by email = Yes
Only for Managers = No
Create ticket by email = Yes

In Category created to receive emails from inbox, permissions for the user group to which the test user belongs:
Support Staff Inherited (Not Allowed)
Create Allowed (Allowed)
Delete Inherited (Not Allowed)
Edit Inherited (not Alllowed)
Edit State Inherited (Not Allowed)
Create Private Allowed (Allowed)
Create Attachment Allowed (Allowed)

I'm stumped - where else can I look for configuration or permissions to enable the reply by email so users can create tickets by email? Thanks in advance, Mike

nicholas
Akeeba Staff
Manager
Have you set up a different email address for each category BUT having all email end up in the same mailbox?

Is your user sending the email to the correct email address for this category?

Is your user sending the email from the same email address he has registered on his user account? Please note that "on behalf of" emails do NOT appear to be sent from the correct email address. The From header is different to the user account's email.

Is your user responding to an email sent by the ticket system? If not, ATS does not know which ticket they are trying to reply to.

In the component's Options page there are two settings you need to take care of:
  • Reply by email. It must be set to Yes to allow ticket replies by email.
  • Administrators only. It must be set to No to allow regular users (non-staff) to be able to send ticket replies by email.

You may also have to change the default category. If your user sends an email to the wrong address OR if you have set up ATS wrong (more than one categories share the same email address) all replies will be assumed to be sent into this Default Category. If the user does not have permissions to post to the Default Category then he gets the error you mentioned.

Nicholas K. Dionysopoulos

Lead Developer and Director

πŸ‡¬πŸ‡·Greek: native πŸ‡¬πŸ‡§English: excellent πŸ‡«πŸ‡·French: basic β€’ πŸ• My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

SatIntAKB
I created on our email system a new email address inbox just for testing this feature. When it works, I will change it to our normal inbox. It is called ticket@ (domain1.com)

There is only one ATS Category which has Category email set in Akeeba Ticket System - General. The email used is ticket@ (domain1.com). The Category is called "Created from emails to inbox". No other Category has a Category email set. The idea is that all emails sent to mailbox by users will get a ticket created (if they have valid email on joomla user account) in this Created from emails Category and then our team will change to actual category when they read the ticket.

The testuser email appears only once in joomla, and is on the correct username account. It is a real email and not "on behalf of".

The testuser is not responding, this is the first email sent by testuser to ticket@ so should create a ticket in the category.

I can't see "Administrators only" in the Component Options page, it says "Managers"
In Reply By Email config
Reply by email = Yes
Only for Managers = No
Create ticket by email = Yes

I'm not sure what is meant by "Default" Category - I can't see "Default" as a setting anywhere - have I misunderstood or am I looking in the wrong place?

Thanks, Mike

SatIntAKB
Aha! It was this "If the user does not have permissions to post to the Default Category then he gets the error you mentioned. " I changed the Viewing Access Level to one which included this user and all is well. Emails in and replies back - all seem to be working as expected. Thanks for your help.

nicholas
Akeeba Staff
Manager
Yup, it makes sense :) I was about to create a test Joomla! 2.5 site but you beat me to it :) I'm glad it's resolved now.

Nicholas K. Dionysopoulos

Lead Developer and Director

πŸ‡¬πŸ‡·Greek: native πŸ‡¬πŸ‡§English: excellent πŸ‡«πŸ‡·French: basic β€’ πŸ• My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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