Osticket: filter addressee (to cc) dont work

[chiheb-ck]

hello
i'm running osticket 1.9.14
i configured a system mail address and can get tickets from mail box
but when i create a new filter to assign tickets to a user (addressee to and cc equal '[email protected]') it just dont work.
i tried multiple tests even 'contains @'
i spent a lot of time to understand how it works but in vain

i've i missed something

thanks

[sjamesc]

Same issue here, it's really poorly documented.

[mckaygerhard]

another bug that are not solved but are very important!

• poor documented
• does not work the "To and cc" filter
• channel are confusin

i mean

if in channel i have a specific email adress, why i have also "To and cc" opcion!!!!!

[nerv55]

Same issue here, it's really poorly documented.

[host138]

same problem :(

[mckaygerhard]

well a year was gone and the problem still are present in current version..

[mokamobile]

any solution found? problem still active!!

[mckaygerhard]

yeah @mokamobile another year was gone and still active! ;-)

[JediKev]

@mokamobile @mckaygerhard

It does work with the Contains option. The only catch is if the To or CC is a System Email then it will be added to thread_entry_recipients instead of recipients which means it will _not_ be filterable by Addressee (To and CC).

You should do some reading here:
https://github.com/osTicket/osTicket/blob/develop-next/include/class.mailfetch.php#L336-L361

Example

Say the email header is like the following:

To: System Email <[email protected]>
Cc: Non-System Email <[email protected]>

In this case, [email protected] will be added to recipients whilst [email protected] will be added to thread_entry_recipients. This means only [email protected] will be filterable by Addressee (To and CC).

Note

~The Equal option however is not working correctly so we will look at that.~
Upon further investigation this is intended behavior. Before passing the Addressee (To and CC) values to the filter we implode() them with spaces ' '. This means if your Filter Rule is Addressee (To and CC) => Equal => [email protected] and your header is like:

To: Non-System Email1 <[email protected]>
Cc: Non-System Email2 <[email protected]>

... then your addressee array will look like:

array => {
    [0] => "Non-System Email1",
    [1] => "[email protected]",
    [2] => "Non-System Email2",
    [3] => "[email protected]",
}

... and before it's passed to the filter it becomes an entire string (string) "Non-System Email1 [email protected] Non-System Email2 [email protected]". For the Equal option we use strcasecmp() function and using this function [email protected] does NOT match Non-System Email1 [email protected] Non-System Email2 [email protected] therefore the filter will not be triggered. So, all-in-all you should always use Contains instead of Equal for the Addressee (To and CC) option. 👍

[mokamobile]

Thank you for detailled information. this filter really works exactly as you describe. The only question left now is:
Example:
system email is: [email protected].
system email has alias:[email protected]
email is sent to alias, so it is fetched by osticket having "to:" address - [email protected]
So where will this "privacy" email get? Will it be filtered by "to and CC"?

Thank you in advance
UPDATE: using alias of system email in "to" address is OK with this filter - in my case, alias [email protected] results in filter "to and CC" with "contains privacy" setting trigger action as required.

[bwl21]

@JediKev thanks for your explanation, but it still does not work sorry;

I tried with entire email-adresses, with parts of the adress whatever I do it does not work. And there is no debugging facility. (e.g. if it would put some notes about filtering in the log (if set to test) It would help.

So I came to the conclusion that we have to use osticket with filters something else than the email address where the ticket was sent to.

we are using osTicket FREE (v1.14.1 / Patch-3) — Deutsche Version