Support system is not working the way it should be

gowravvishwakarma · December 24, 2012, 6:10am

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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gowravvishwakarma · December 24, 2012, 6:11am

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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system · December 24, 2012, 6:26am

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 <go...@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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gowravvishwakarma · December 24, 2012, 6:31am

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 <go…@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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rmehta · December 24, 2012, 6:45am

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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 <go…@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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gowravvishwakarma · December 24, 2012, 6:52am

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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 <go…@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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--
Regards

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

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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gowravvishwakarma · December 24, 2012, 9:20am

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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 <go…@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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--
Regards

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

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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rmehta · December 24, 2012, 9:22am

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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 <go…@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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--
Regards

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

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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gowravvishwakarma · December 24, 2012, 11:06am

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 …

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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

http://www.xavoc.com

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http://www.digitlavish.com : +91 9783807100
http://www.xavoc.com

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rmehta · December 24, 2012, 11:35am

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm...@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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--
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

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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gowravvishwakarma · December 24, 2012, 2:10pm

Yap,

its not in there too…

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm…@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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To view this discussion on the web visit https://groups.google.com/d/msg/erpnext-developer-forum/-/D4KZcDs8rM8J.

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--
Regards

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

http://www.xavoc.com

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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

http://www.xavoc.com

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Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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

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system · December 24, 2012, 2:11pm

Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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You received this message because you are subscribed to the Google Groups “ERPNext Developer Forum” group.

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To view this discussion on the web visit https://groups.google.com/d/msg/erpnext-developer-forum/-/D4KZcDs8rM8J.

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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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gowravvishwakarma · December 24, 2012, 4:18pm

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

On Monday, 24 December 2012 19:41:05 UTC+5:30, Anand Doshi wrote:

Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go…@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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

http://www.xavoc.com

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

http://www.xavoc.com

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http://www.digitlavish.com : +91 9783807100
http://www.xavoc.com

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system · December 24, 2012, 4:30pm

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

On Dec 24, 2012 9:48 PM, "Gowrav" <go...@gmail.com> wrote:

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

On Monday, 24 December 2012 19:41:05 UTC+5:30, Anand Doshi wrote:
Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go…@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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Regards

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

http://www.xavoc.com

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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

http://www.xavoc.com

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

http://www.xavoc.com

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gowravvishwakarma · December 24, 2012, 4:35pm

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 …

On Monday, 24 December 2012 22:00:47 UTC+5:30, Anand Doshi wrote:

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

On Dec 24, 2012 9:48 PM, "Gowrav" <go...@gmail.com> wrote:
Yap, already checked..
Email is coming there but replied email on emails sent from the email id are not fetching

On Monday, 24 December 2012 19:41:05 UTC+5:30, Anand Doshi wrote:
Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go…@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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system · December 24, 2012, 4:38pm

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

On Dec 24, 2012 10:05 PM, "Gowrav" <go...@gmail.com> wrote:

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 ...

On Monday, 24 December 2012 22:00:47 UTC+5:30, Anand Doshi wrote:

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

On Dec 24, 2012 9:48 PM, "Gowrav" <go...@gmail.com> wrote:

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

On Monday, 24 December 2012 19:41:05 UTC+5:30, Anand Doshi wrote:

Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go…@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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rmehta · December 24, 2012, 4:38pm

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

On 24-Dec-2012, at 10:05 PM, Gowrav <go...@gmail.com> wrote:

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 ...

On Monday, 24 December 2012 22:00:47 UTC+5:30, Anand Doshi wrote:

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

On Dec 24, 2012 9:48 PM, "Gowrav" <go...@gmail.com> wrote:
Yap, already checked..
Email is coming there but replied email on emails sent from the email id are not fetching

On Monday, 24 December 2012 19:41:05 UTC+5:30, Anand Doshi wrote:
Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go…@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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Man of Affairs, Digital Vish, Xavoc International
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http://www.xavoc.com

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http://www.xavoc.com

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http://www.xavoc.com

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system · December 24, 2012, 4:55pm

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.

On Mon, Dec 24, 2012 at 10:08 PM, Rushabh Mehta <rm...@gmail.com> wrote:

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

On 24-Dec-2012, at 10:05 PM, Gowrav <go...@gmail.com> wrote:

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 …

On Monday, 24 December 2012 22:00:47 UTC+5:30, Anand Doshi wrote:

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

On Dec 24, 2012 9:48 PM, "Gowrav" <go...@gmail.com> wrote:

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

On Monday, 24 December 2012 19:41:05 UTC+5:30, Anand Doshi wrote:

Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go…@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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

http://www.xavoc.com

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

http://www.xavoc.com

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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

http://www.xavoc.com

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gowravvishwakarma · December 24, 2012, 5:06pm

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 …

On Monday, 24 December 2012 22:25:01 UTC+5:30, Anand Doshi wrote:

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.

On Mon, Dec 24, 2012 at 10:08 PM, Rushabh Mehta <rm...@gmail.com> wrote:

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

On 24-Dec-2012, at 10:05 PM, Gowrav <go...@gmail.com> wrote:

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 …

On Monday, 24 December 2012 22:00:47 UTC+5:30, Anand Doshi wrote:

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

On Dec 24, 2012 9:48 PM, "Gowrav" <go...@gmail.com> wrote:

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

On Monday, 24 December 2012 19:41:05 UTC+5:30, Anand Doshi wrote:

Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go…@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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--
Regards

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

http://www.xavoc.com

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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Regards

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

http://www.xavoc.com

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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Regards

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

http://www.xavoc.com

--------------------------------------------------------------------
Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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gowravvishwakarma · December 25, 2012, 9:02am

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
On Monday, 24 December 2012 22:36:18 UTC+5:30, Gowrav wrote:

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 …

On Monday, 24 December 2012 22:25:01 UTC+5:30, Anand Doshi wrote:
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.

On Mon, Dec 24, 2012 at 10:08 PM, Rushabh Mehta <rm...@gmail.com> wrote:

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

On 24-Dec-2012, at 10:05 PM, Gowrav <go...@gmail.com> wrote:

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 …

On Monday, 24 December 2012 22:00:47 UTC+5:30, Anand Doshi wrote:

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

On Dec 24, 2012 9:48 PM, "Gowrav" <go...@gmail.com> wrote:

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

On Monday, 24 December 2012 19:41:05 UTC+5:30, Anand Doshi wrote:

Hi Gowrav,

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

Thanks,

Anand.

On Mon, Dec 24, 2012 at 7:40 PM, Gowrav Vishwakarma <go…@gmail.com> wrote:

Yap,
its not in there too...

On Mon, Dec 24, 2012 at 5:05 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Do you see it in table tabCommunication?

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

On 24-Dec-2012, at 4:36 PM, Gowrav Vishwakarma <go...@gmail.com> wrote:

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 ...

On Mon, Dec 24, 2012 at 2:52 PM, Rushabh Mehta <rm…@gmail.com> wrote:

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

On 24-Dec-2012, at 2:50 PM, Gowrav <go...@gmail.com> wrote:

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

On Monday, December 24, 2012 12:22:59 PM UTC+5:30, Gowrav wrote:

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.

On Mon, Dec 24, 2012 at 12:15 PM, Rushabh Mehta <rm...@gmail.com> wrote:

Check the table __SchedulerLog for debugging.

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

On 24-Dec-2012, at 12:01 PM, Gowrav <go...@gmail.com> wrote:

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

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 <go…@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

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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Gowrav Vishwakarma
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http://www.xavoc.com

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Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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http://www.xavoc.com

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Never Never Never Never Never Never Never Never Never Never Never Never Never Never Never GIVE UP

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