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Keep incoming CC addresses for Tickets


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#1 wek

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Posted 25 July 2017 - 02:13 PM

Hi there

If we get an email with not only a sender but also other contacts CC'ed in the email, they get lost during ticket creation.

It would be great to extend tickets to not only have a sender email but also CC addresses that get stored with the ticket. There's already CC/BCC fields when sending back emails but they are empty. If CC addresses would get stored, they could be populated automatically.

As a workaround we changed the parse code so that we see at least CC'ed addresses at the bottom of the ticket body and then we copy/paste them once we send the reply but would be much better to have this feature within Live!Zilla directly.

Thank you for considering.

Sandro

#2 Patrick Keil

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Posted 26 July 2017 - 09:04 AM

Hi Sandro,

Thanks for bringing this to our attention.

I have added this to our list, this will surely be a benefit for all users.

#3 wek

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Posted 26 July 2017 - 09:21 AM

That's great news, thank you Patrick.

One thing I forgot the mention: Same applies to multiple To: addresses. All except the reciever email should be added as CC to stay in the loop of the request.
Attached our current snippet we use within the ZENDParseEmails() function. First lines (if) is only for reference of location where we placed it within the code.
We simply add $additionalCcs and $additionalTos to the body of the email/ticket but if there would be DB fields per ticket, the values could be assigned there.

It's not perfect but it was set up fast and works - and maybe it speeds up implemention of the feature ;-)

#4 Patrick Keil

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Posted 28 July 2017 - 08:56 AM

Thanks for the clarification, I added this to our internal road map! :wink:

#5 wek

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Posted 28 July 2017 - 09:05 AM

Great thanks..

I think I missed the file.. here you go.. :-)

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#6 wek

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Posted 23 August 2017 - 07:53 AM

Hi Patrick

You mention in the changelog "Multi CC and TO Fields for tickets" but looking at the code and doing some tests I think only multiple CC's are parsed, not multiple TO's?
Additional TO's get lost once the ticket is created.

Furthermore "Gesendet an:" is empty for tickets replied after updating to the latest version (see attachment with red line, other parts are greyed out on purpose).

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  • Attached Image: livezilla_1343r3w2r.jpg


#7 Patrick Keil

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Posted 23 August 2017 - 01:25 PM

Asfaik, multiple TO's will be added as CC's.

I have passed your message to our devs, we will check and fix asap.

Thanks.

#8 wek

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Posted 12 September 2017 - 03:25 PM

Please note that CC's are not checked well. If the CC field contains
<John Doe> john.doe@dummy.com
the address gets messed up internally and there's an error when sending a reply. You have to manually adjust the CC list in the ticket once created.

A better way could be a check like for the "From" or "To" parts. That's the current snippet we use which avoids adding the own address in the CC list

$myAddress = !empty($this->Mailbox->Email) ? $this->Mailbox->Email : $temail->ReceiverEmail;

if($message->headerExists("cc")) 
{
$ccstring = '';
$ccparts = explode(",", $message->cc);
foreach ($ccparts as $ccadr) 
{
if(strpos($ccadr,"<") !== false) 
{
$ccparts = explode("<",str_replace(">","",trim($ccadr)));
}
else 
{
$ccparts = array("",trim($ccadr));
}
if($ccparts[1] != $myAddress)
$ccstring .= $ccparts[1].',';
}
if strlen($ccstring)
$temail->CC = substr($ccstring, 0, -1);
}


#9 Patrick Keil

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Posted 13 September 2017 - 10:24 AM

Thanks for that, highly appreciated.

The missing functionality will be included in 7.0.7.2 coming later this week.

Cheers!





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