Cases and Emails

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  • animax
    Senior Member
    • Jun 2018
    • 172
    #1

    Cases and Emails

    Hi,

    We work a lot with Cases.
    Our problem: If contacts reply via email to cases, then the email is only assigned to the contact and not the case. Why?
    Our emails go correctly to the contacts with the case number, e.g. # 31.
    If the answer is received by email, with the correct case number in the subject, then this email will only be assigned to the contact, not the case. Why?

    It's about a personal mailbox.
    Tags: None
    • yuri
      EspoCRM product developer
      • Mar 2014
      • 9495
      #2
      Hi,

      Does it happen with different contacts?
      If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

        Comment

        • yuri
          EspoCRM product developer
          • Mar 2014
          • 9495
          #3
          Parent is recognized by references header if it exists: https://github.com/espocrm/espocrm/b...orter.php#L215
          If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

            Comment

            • animax
              Senior Member
              • Jun 2018
              • 172
              #4
              It happend with every contact.
              Thank you for the link.

              My EspoCRM Version is 5.2.5

                Comment

                • yuri
                  EspoCRM product developer
                  • Mar 2014
                  • 9495
                  #5
                  Can you check references header of reply-emails received from your customers. Where it's filled with a case id.
                  If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

                    Comment

                    • animax
                      Senior Member
                      • Jun 2018
                      • 172
                      #6
                      Here is the reply header...

                      Delivered-To: stephan.waldmann@gmail.com Received: by 2002:aed:3517:0:0:0:0:0 with SMTP id a23-v6csp5086658qte; Thu, 28 Jun 2018 11:14:44 -0700 (PDT) X-Google-Smtp-Source: AAOMgpe4f1bC6747aarqBT7XGxIjom4QbkCk/3zcDeVWlkoaWu4StI+SvD8yNgvkDgEdSs7+PJBv X-Received: by 2002:adf:97ca:: with SMTP id t10-v6mr5105215wrb.28.1530209684827; Thu, 28 Jun 2018 11:14:44 -0700 (PDT) ARC-Seal: i=1; a=rsa-sha256; t=1530209684; cv=none; d=google.com; s=arc-20160816; b=rJd0c9iDpwCKGvOLdP30iI0z4BCHNRiVKX9S7kwbqXDwemxA TJyk9xGckHl4gO+ddj Wy9kHF4WOqLN6fN7k4NwCvmcTgqnu0ZG9jIhai1QppIsiX1Tok mLJbu9OaptIrYpV1aM WlMk/V6RjNrw6azr5C/Tok6eiAsldKjvHpaIGfkh5IV4myuR6cik2O6JyZCh65+oDi8J notvfOTI/35QCcwCOY740OnyA89mouZNllncSDFXk+7V5kHDAS6wJWYQzHn X1qgKCTWr CZVSsudap14v0RJqfkUdW+iDnYKdr/tCNpZY2MSeiHm1Evh6YjghSq6AKvAUGrrOaLUB 1fVQ== ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=google.com; s=arc-20160816; h=from:feedback-id:mime-version:senderrigin-messageid:message-id :subject:date:to:dkim-signature:arc-authentication-results; bh=REMaFBtLU9qMGDrpWSKrKye8ACdRMNJTHJA4wVJzkTQ=; b=oDxIaPuipBuGVBukeaVb6LIkZxds4iGjDbWuwHV/hvdGPs4ds0+LHH3KUeouctqd13 JOXRE27i6VohfEkisqXBh1gOz7gaXuh92rVdPNQqgbbnnR1Cra 6dzrTBfbO8J07U8YwO GWmssfHgKf7MtrCGvGbuVroipD/d8L2xVun1sDSMTyIM/fSNrjHeayIkCn/G2uBgP913 t7AGxYZupg04jNovFStB22YB0/A1cwB4jQ1EGbnxo2PC8RLWyUOJg+0L2/D4CdCefFYm lwwSSK2FyvGQYdZ8re8CdEec7CXKERqs5K5hyIw3VLvjq1wjMg N8UWmQ1S7qSc4Bojnp yhow== ARC-Authentication-Results: i=1; mx.google.com; dkim=pass header.i=@sendin.eve-group.de header.s=mail header.b=YebxhMl7; spf=pass (google.com: domain of bounces-55352230-stephan.waldmann=gmail.com@sendin.eve-group.de designates 213.32.144.178 as permitted sender) smtp.mailfrom="bounces-55352230-stephan.waldmann=gmail.com@sendin.eve-group.de"; dmarc=pass (p=NONE sp=NONE dis=NONE) header.from=eve-group.de Return-Path: <bounces-55352230-stephan.waldmann=gmail.com@sendin.eve-group.de> Received: from sendin.eve-group.de (sendin.eve-group.de. [213.32.144.178]) by mx.google.com with ESMTPS id k64-v6si3503902wmg.182.2018.06.28.11.14.44 for <stephan.waldmann@gmail.com> (version=TLS1_2 cipher=ECDHE-RSA-AES128-GCM-SHA256 bits=128/128); Thu, 28 Jun 2018 11:14:44 -0700 (PDT) Received-SPF: pass (google.com: domain of bounces-55352230-stephan.waldmann=gmail.com@sendin.eve-group.de designates 213.32.144.178 as permitted sender) client-ip=213.32.144.178; Authentication-Results: mx.google.com; dkim=pass header.i=@sendin.eve-group.de header.s=mail header.b=YebxhMl7; spf=pass (google.com: domain of bounces-55352230-stephan.waldmann=gmail.com@sendin.eve-group.de designates 213.32.144.178 as permitted sender) smtp.mailfrom="bounces-55352230-stephan.waldmann=gmail.com@sendin.eve-group.de"; dmarc=pass (p=NONE sp=NONE dis=NONE) header.from=eve-group.de DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=sendin.eve-group.de; q=dns/txt; s=mail; bh=REMaFBtLU9qMGDrpWSKrKye8ACdRMNJTHJA4wVJzkTQ=; h=from:sender:subject:date:mime-version:content-type; b=YebxhMl7EORcY9sLr6xp+X5F/w0XXIqFd0WNXizQUPFGoid3BGCORbHqBIJt8QpwxCTKJTelYGV x 25TNA8u941N6/uCPa4lHFNHB9+KFCLLMF7BCHoCX5ku2utkdqOqmjzpYRzz14EL do7WHDyB6kfPC zmfPaUsByOf2orV5L7A= X-Mailin-EID: NTUzNTIyMzB%2Bc3RlcGhhbi53YWxkbWFubkBnbWFpbC5jb21% 2BPENhc2UvNWIzNTI1ODk3M2EzZmY3ZGIvMTUzMDIwOTY4My84 Njc0QGVzcG8%2BfnNlbmRpbi5ldmUtZ3JvdXAuZGU%3D To: stephan.waldmann@gmail.com Date: Thu, 28 Jun 2018 18:14:43 +0000 Subject: [#37] Testvorgang Message-Id: <24dd6604-3a53-4b01-a50d-6fe55a2a8296@smtp-relay.sendinblue.com> Origin-messageId: <Case/5b35258973a3ff7db/1530209683/8674@espo> Sender: <stephan.waldmann@eve-group.de> MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="=_500cde4b15153c1706da4674a6cbef71" Feedback-ID: ded_213.32.144.178:trans:1665465:Sendinblue From: Stephan Waldmann <stephan.waldmann@eve-group.de> --=_500cde4b15153c1706da4674a6cbef71 Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: quoted-printable
                      Last edited by animax; 06-28-2018, 06:27 PM.

                        Comment

                        • animax
                          Senior Member
                          • Jun 2018
                          • 172
                          #7
                          addition...

                          I have the import.php file from your link https://github.com/espocrm/espocrm/b...orter.php#L215 (espocrm/application/Espo/Core/Mail/Importer.php) replaced with my local import.php from version 5.2.5.

                          Now I have the problem that all emails sent by registered users of EspoCRM will appear twice in the Inbox, when i send an email to an registered user of EspoCRM (intern Email). Emails from the outside are imported correctly once. Emails to the outside go out only once correctly.

                          What could be the problem here?

                          btw.. Incidentally, the importer still does not recognize the case number and assigns the incoming emails only to the contacts and not to the correct cases.

                          Thank you for your help!

                            Comment

                            • yuri
                              EspoCRM product developer
                              • Mar 2014
                              • 9495
                              #8
                              There was no need to copy the file.

                              As I mentioned before case numbers are not taken into account! I think the problem is with the imap server that removes references headers.
                              If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

                                Comment

                                • animax
                                  Senior Member
                                  • Jun 2018
                                  • 172
                                  #9
                                  Hello,

                                  I did the following test:
                                  I have created 2 personal email boxes.
                                  1x our own IMAP server
                                  1x the IMAP server from Google

                                  For both emails, I have sent an answer to a case and retrieved this answer in the EspoCRM via Imap.

                                  The subject line was for both emails: Aw: [# 37] Test process

                                  Both emails appeared in the inbox and both emails were assigned to the contact only and not to the existing case.

                                  In my view, the IMAP server is eliminated as the cause of the error, right?

                                    Comment

                                    • yuri
                                      EspoCRM product developer
                                      • Mar 2014
                                      • 9495
                                      #10
                                      "both emails were assigned to the contact"

                                      do you mean parent field? Assigned can be only a user.
                                      If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

                                        Comment

                                        • yuri
                                          EspoCRM product developer
                                          • Mar 2014
                                          • 9495
                                          #11
                                          I don't know where is the issue. I can only see that references header is empty.
                                          If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

                                            Comment

                                            • animax
                                              Senior Member
                                              • Jun 2018
                                              • 172
                                              #12
                                              I've made a screenshot
                                              1 Photo

                                                Comment

                                                • yuri
                                                  EspoCRM product developer
                                                  • Mar 2014
                                                  • 9495
                                                  #13
                                                  Was the email to contact sent through CRM or external client?
                                                  If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.

                                                    Comment

                                                    • animax
                                                      Senior Member
                                                      • Jun 2018
                                                      • 172
                                                      #14
                                                      Since today I have 2 test instances with EspoCRM 5.2.5
                                                      Both instances behave the same way. The emails are not assigned to the cases.

                                                      Maybe it's the translation into German? In the settings I have replaced cases with the German word VORGÄNGE. Maybe the word Cases is hardcoded somewhere?

                                                        Comment

                                                        • animax
                                                          Senior Member
                                                          • Jun 2018
                                                          • 172
                                                          #15
                                                          Was the email to contact sent through CRM or external client?
                                                          From EspoCRM!

                                                            Comment

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