All customer ticket replies listed as being sent from Cerberus

[bkark]

When a customer replies to a ticket response from Cerberus, instead of that response being listed as coming from the customer, it says that it was from Cerberus and that the recipient was the customer. Also, the customer then gets their own E-mail response from Cerberus...I guess because Cerberus thinks it sent the E-mail rather than the customer.

Here are the steps to re-create the problem:

1. Customer sends to ticket to Cerberus.
2. Worker replies to ticket.
3. Customer replies to worker's reply.
4. When the reply from #3 gets processed, instead of it saying the customer submitted the reply, it says Cerberus did.
5. Cerberus sends customer the E-mail from #3 as if it was the original sender.

[bcavish]

Hey there,

What version of the helpdesk are you using and are you responding to customer tickets from the helpdesk or from an outside e-mail system?

Where exactly is it showing that the reply is from the helpdesk too?

[joegeck]

I just tried reproducing this following the exact steps listed and I'm not seeing anything wrong. When I do step #3 as a reply from an outside client back to the Helpdesk it routes back into the Helpdesk with the correct from: and to: we would expect. From: the client, To: the Helpdesk.

Any answers to Brenan's questions may help.

[bkark]

I'm on Version 4.0 RC1 (Build 516).

The tickets are being responded to from an outside E-mail system.

It says that the latest response was sent from Cerberus in the last action column on the overview page. It says "Outgoing from Helpdesk". But more importantly, when I display the ticket, in the conversation section, the latest response has From: Cerberus and To: the customer.

I just "peeked" at the ticket from the overview page and it actually has the From: and To: correct there.

[bcavish]

If you refresh your dashboard does the correct information show up on the dashboard?

[bkark]

Originally Posted by bcavish

If you refresh your dashboard does the correct information show up on the dashboard?

Nope. It still says that Cerberus sent the last message.

Also, it looks like the "peek" isn't correct either. It's actually showing the initial E-mail from the customer. I'm not sure if that's what "peek" is supposed to do but it's not showing the reply from Cerberus or the last reply from the customer. I would assume that it's supposed to show the latest reply to the ticket.

[joegeck]

I've tried repro'ing this several times and haven't seen anything wrong. I've tried just a basic test repyling back & forth with the Helpdesk. I've also tried using e-mail notifications to trip up the Helpdesk as suggested by bkark and still nothing. Going to leave this thread as is unless someone else can verify this.

Sorry

[jsparks]

I'm actually having this exact same issue. My version is 4.0 RC1 Build 539.

One additional piece of information for you though: I have my group setup to use subject masking. I'm not sure if that's the source of the problem but I figured I'd mention it as it could be.

[Hildy]

Please upgrade to the latest SVN (currently 563) and let us know if the problem persists.

[jsparks]

I've actually figured out why it was occurring and it seems to be standard Cerberus behavior. My problem was that the customer was also a worker (in the group to which the ticket was sent) so when Cerberus received the reply in step three it saw it as a reply from a worker instead of a customer. I've tested it with a worker who is not part of the group to which the ticket/reply was sent and it still behaves this way. For me that poses a problem because a ticket sent from a worker who is only in the Corp-IT group to the Facilities group won't behave the same way as a conversation between a regular customer and the same group but it should.

Is this possibly fixed in the latest build?

Also, I have a hard time using SVN to update my install as it is installed on a lab network that doesn't point out to the Internet. Yesterday I did a manual upgrade using the zip file from the install guide (http://wiki.cerberusdemo.com/index.php/Installing_4.0) and it installed 539. If you could make 563 available from that page then I will install and test.

Thanks!