Support system is not working the way it should be

[Gowrav]

Hi there,

Support system looks great,
What I am facing is a reply problem

1) I have setup and account on gamil.. working (in/out both) very well

2) A user sends an email a ticket is created.
2) We reply to this ticket by Add Message: done, email send
3) Now user again REPLY from the email (As in practically all do) no reply is fetched from email account, even no new ticket is created. Ticket remains in Waiting for Customer mode

I think Ticket number in any specific format should be in subject to trace the conversation ...

And its a really urgent requirement as we are planning to implement this system at our all clients stations. And they all need this system very well. Currently we are using Hesk for all of them.

[Gowrav]

By the way, I am having problem with my SMTP and pop3 settings with other accounts.. all values okey and working well at other systems.

[an...@iwebnotes.com]

Hi Gowrav,

Have you setup cron? There should be an entry in cron to call scheduled events.

Check https://github.com/webnotes/erpnext/wiki/How-to-install-ERPNext

Also, if you go to email settings and save the email settings, it first tests those settings and only if found correct, allows to save them. This should give you some idea about why they may not be working. Also, as mentioned, cron entry should be there for auto-pull of support ticket.

Thanks,

Anand.

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[Gowrav]

Gmail connection is working fine.. Cron is working fine

IT IS pulling emails also..
but reply to our response is not being fetched...

1) User email for support : email fetched and a new ticked opened
2) We add message : message added to ticket, user email sent successfully
3) USER REPLY ON THIS OUR SENT EMAIL, THIS IS NOT FETCHED, WHILE OTHER EMAILS SENT (Not this kind of replies) Are fetched ...

On Monday, 24 December 2012 11:56:41 UTC+5:30, Anand Doshi wrote:

Hi Gowrav,

Have you setup cron? There should be an entry in cron to call scheduled events.

Check https://github.com/webnotes/erpnext/wiki/How-to-install-ERPNext

Also, if you go to email settings and save the email settings, it first tests those settings and only if found correct, allows to save them. This should give you some idea about why they may not be working. Also, as mentioned, cron entry should be there for auto-pull of support ticket.

Thanks,

Anand.

On Mon, Dec 24, 2012 at 11:41 AM, Gowrav <gowravvi...@gmail.com> wrote:

By the way, I am having problem with my SMTP and pop3 settings with other accounts.. all values okey and working well at other systems.

On Monday, 24 December 2012 11:40:44 UTC+5:30, Gowrav wrote:

Hi there,

Support system looks great,
What I am facing is a reply problem

1) I have setup and account on gamil.. working (in/out both) very well

2) A user sends an email a ticket is created.
2) We reply to this ticket by Add Message: done, email send
3) Now user again REPLY from the email (As in practically all do) no reply is fetched from email account, even no new ticket is created. Ticket remains in Waiting for Customer mode

I think Ticket number in any specific format should be in subject to trace the conversation ...

And its a really urgent requirement as we are planning to implement this system at our all clients stations. And they all need this system very well. Currently we are using Hesk for all of them.

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[Rushabh Mehta]

Check the table __SchedulerLog for debugging.

W: https://erpnext.com
T: @rushabh_mehta

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[Gowrav Vishwakarma]

GOt this in entry

Traceback (innermost last):

  File "app/startup/schedule_handlers.py", line 60, in run_fn

    fn()

  File "app/support/doctype/support_ticket/__init__.py", line 184, in get_support_mails

    SupportMailbox().get_messages()

  File "/var/www/erpnext/lib/webnotes/utils/email_lib/receive.py", line 159, in get_messages

    self.connect()

  File "/var/www/erpnext/lib/webnotes/utils/email_lib/receive.py", line 141, in connect

    self.pop = poplib.POP3_SSL(self.settings.host)

  File "/usr/lib/python2.7/poplib.py", line 338, in __init__

    for res in socket.getaddrinfo(self.host, self.port, 0, socket.SOCK_STREAM):

 gaierror: [Errno -2] Name or service not known

To be added: Emails are fetched for normal emails, the problem is with replies only.

Regards

Gowrav Vishwakarma
Man of Affairs, Digital Vish, Xavoc International
http://www.digitlavish.com : +91 9783807100
http://www.xavoc.com

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[Gowrav]

But this is not problem as when my cron runs, it fetches mails leaving replied emails. and no error is reported.

GOt this in entry

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[Rushabh Mehta]

Are you checking the same ticket? A new ticket is not created for a reply. Also check the tabCommuncation table if it was added there.

W: https://erpnext.com
T: @rushabh_mehta

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[Gowrav Vishwakarma]

Yap, I am checking the same ticket as on reply it should add message to existing ticket (As you are saying) but any reply to our added message (whose email is sent to customer) is not being fetched.

Infact it should add a new message in the same ticket message chain as you are saying but only this portion is not happening  ...

[Rushabh Mehta]

Do you see it in table tabCommunication?

W: https://erpnext.com
T: @rushabh_mehta

[Gowrav Vishwakarma]

Yap,

its not in there too...

[an...@iwebnotes.com]

Hi Gowrav,

Can you check the inbox of the support ticket id? Check if the email is coming there.

Thanks,

Anand.

[Gowrav]

Yap, already checked..
Email is coming there but replied email on emails sent from the email id are not fetching

Yap,

GOt this in entry

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Regards

Gowrav Vishwakarma
Man of Affairs, Digital Vish, Xavoc International
http://www.digitlavish.com : +91 9783807100
http://www.xavoc.com

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Regards

Gowrav Vishwakarma
Man of Affairs, Digital Vish, Xavoc International
http://www.digitlavish.com : +91 9783807100
http://www.xavoc.com

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Regards

Gowrav Vishwakarma
Man of Affairs, Digital Vish, Xavoc International
http://www.digitlavish.com : +91 9783807100
http://www.xavoc.com

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[Anand Doshi]

Did you open that email from your email client? POP3 does not pull already read emails.

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[Gowrav]

Not opened ...
I think you should yourself give it a try to see the actual problem ...
just use gmail for a simple system ...

Support is a very important feature for service industries so its a crack here ...

Very sorry, i am new to your framework so I myself is not even trying to see the code.. currently only understanding the framework basics ...

Yap,

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[Anand Doshi]

Its working perfectly for us. We use it fulltime. And we also use gmail for pulling support mails.

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[Rushabh Mehta]

Gowrav,

Our own support system is based on this and we also use Google Apps - so we know it works. Its really difficult to say anything unless we see an error or trace.

- Rushabh

W: https://erpnext.com
T: @rushabh_mehta

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[Anand Doshi]

Just tested it to make sure.

I've attached a screenshot indicating that it's working. 

Have you looked at the thread after refreshing?

I suggest that you first clear the scheduler log table and then use this query to look at the scheduler log error:

[deletion]

delete from __SchedulerLog

try to send a few mails back and forth from the support system.

select * from __SchedulerLog where method='get_support_mails' order by timestamp desc limit 1\G;

Hope this helps.

-Anand.

[Gowrav]

Then it looks like GMAIL related issue only

I am using my gmail account for all my testings... not my domain email account ...
I'll report by checking from that account also ...

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[Gowrav]

Now when trying to change email settings constantly getting this message regardless I whatever I do ... refesh or logout and relogin

"  

This document was updated before your change. Please refresh before saving.

"
also cleard cache etc all

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[Gowrav]

I don't know how your system is working

but I truncated __schedulerLog
and ran scheduler

got this single row in table

Traceback (innermost last):
  File "/var/www/erpnext/lib/webnotes/utils/email_lib/receive.py", line 174, in get_messages
    self.process_message(incoming_mail)
  File "app/support/doctype/support_ticket/__init__.py", line 84, in process_message
    from support.doctype.communication.communication import make
 ImportError: No module named communication.communication

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[Gowrav]

PROBLEM SOLVED ..


pull request sent


kindly accept ...

Yap,

http://www.digitlavish.com : +91 97...
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[Anand Doshi]

Hey,

Thanks for the solution. 

Our server had .pyc files in that folder. Git doesn't track those files and hence, didn't delete time. So, it was still working perfectly for us but not for you :(

I've merged your pull request. Thanks for contributing.

-Anand.

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