Email integration questions

Dear List,

First of all to all the developers: Great Job!

<-- whining starts here -->

I have several questions regarding the email integration in
Eventum. I 
have been digging the list but could not find too much info
I can use 
considering my version is 2.0.1.

I list all of my questions and I apologize if these have
been answered 
already.

1. Auto creation of issues from mails

It works, but:

- The mail account the mail is downloaded from is included
in the 
notification list of the auto-created issue so if there is a
status 
change of the auto-created issue then a mail is sent to this
account and 
then it is downloaded and a new issue is created with
subj/body of the 
original issue's status change notification. Am I using a
wrong scenario?

- Each auto-created issue has an internal note beginning
with:

"WARNING: This message was blocked because the sender
was not allowed to 
send emails to the associated issue. Only staff members
listed in the 
assignment or authorized replier fields can send
emails."

This blocked mail is originated from the system and
referring to a mail 
meant to be sent to the mail-account for auto-creation.
(Thanks God it 
is blocked since that would be an endless loop of issue
creation else it 
seems)

I have found one discussion of this problem with no
solution:

http://lists
.mysql.com/eventum-devel/554

What can I do?

- There were some posts on issue creation loops because of
bouncing but 
not with this newest version of Eventum. Example:

http://list
s.mysql.com/eventum-users/3451

Is this problem eliminated in the newest version?

- If I check "Use account for non-subject
based..." in Manage Email 
Accounts for an account then mails are downloaded from the
pop account 
but I cannot find them in Eventum and issues are not
created. When I 
uncheck this then these "lost mails" arrive and
issues are created. What 
is this functionality good for?

2. Routing

I just need some docs since I think I don't even get the big
picture! (I 
have the little picture let's say). Is this something that
can be used 
instead of auto-creation if set up correctly? See Bryan's
excuse for the 
infinite loop problem here:

http://list
s.mysql.com/eventum-users/3453

"I have issue routing..." - so then there's no
need for that auto-creation?

Any references would be appreciated a lot!

Thanks
George

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Lengyel György wrote:

> I have several questions regarding the email
integration in Eventum. I
> have been digging the list but could not find too much
info I can use
> considering my version is 2.0.1.
> 
> I list all of my questions and I apologize if these
have been answered
> already.
> 
> 1. Auto creation of issues from mails
> 
> It works, but:
> 
> - The mail account the mail is downloaded from is
included in the
> notification list of the auto-created issue so if there
is a status
> change of the auto-created issue then a mail is sent to
this account and
> then it is downloaded and a new issue is created with
subj/body of the
> original issue's status change notification. Am I using
a wrong scenario?
> 

I too am experiencing this problem. It's not too bad for me
at the
moment, as I am only testing out the e-mail functionality in
Eventum
(i.e. the download mail script isn't cronned yet, so I get
delete any
mails that I don't want issues creating for!)

I checked the Wiki, but couldn't find much about it.


-- 
Steve Garton
www.sheepeatingtaz.co.uk

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Legyel,
I think I struggled with similar issues when setting this up
myself.  I have everything working to my satisfaction now
and I wonder if we are using it the same way.  In my case:
A usermycompany.com will email eventumlistmycompany.com with an issue.
Issue is created automatically.  
usermycompany is the only one on the notification list. 
She/He receives updates when status is changed.

What scenario are you using?

Mike

-----Original Message-----
From: Lengyel György [mailto:lengyelgycitromail.hu] 
Sent: Friday, October 19, 2007 3:19 AM
To: eventum-userslists.mysql.com
Subject: Email integration questions

Dear List,

First of all to all the developers: Great Job!

<-- whining starts here -->

I have several questions regarding the email integration in
Eventum. I have been digging the list but could not find too
much info I can use considering my version is 2.0.1.

I list all of my questions and I apologize if these have
been answered already.

1. Auto creation of issues from mails

It works, but:

- The mail account the mail is downloaded from is included
in the notification list of the auto-created issue so if
there is a status change of the auto-created issue then a
mail is sent to this account and then it is downloaded and a
new issue is created with subj/body of the original issue's
status change notification. Am I using a wrong scenario?

- Each auto-created issue has an internal note beginning
with:

"WARNING: This message was blocked because the sender
was not allowed to send emails to the associated issue. Only
staff members listed in the assignment or authorized replier
fields can send emails."

This blocked mail is originated from the system and
referring to a mail meant to be sent to the mail-account for
auto-creation. (Thanks God it is blocked since that would be
an endless loop of issue creation else it
seems)

I have found one discussion of this problem with no
solution:

http://lists
.mysql.com/eventum-devel/554

What can I do?

- There were some posts on issue creation loops because of
bouncing but not with this newest version of Eventum.
Example:

http://list
s.mysql.com/eventum-users/3451

Is this problem eliminated in the newest version?

- If I check "Use account for non-subject
based..." in Manage Email Accounts for an account then
mails are downloaded from the pop account but I cannot find
them in Eventum and issues are not created. When I uncheck
this then these "lost mails" arrive and issues are
created. What is this functionality good for?

2. Routing

I just need some docs since I think I don't even get the big
picture! (I have the little picture let's say). Is this
something that can be used instead of auto-creation if set
up correctly? See Bryan's excuse for the infinite loop
problem here:

http://list
s.mysql.com/eventum-users/3453

"I have issue routing..." - so then there's no
need for that auto-creation?

Any references would be appreciated a lot!

Thanks
George

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addressee.  If you are not the intended recipient, do not
use the information
in this e-mail in any way, delete this e-mail and notify the
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Hi Michael,

I am using a similar setup with itsupport... for
auto creation, but 
when the issue is created there will be itsupport... in
the 
notification list (in section "Other"). I am using
2.0.1, how about you?

Hogg, Michael wrote:
> Legyel,
> I think I struggled with similar issues when setting
this up myself.  I have everything working to my
satisfaction now and I wonder if we are using it the same
way.  In my case:
> A usermycompany.com will email eventumlistmycompany.com with an issue.
> Issue is created automatically.  
> usermycompany is the only one on the notification list. 
She/He receives updates when status is changed.
> 
> What scenario are you using?

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Hi György,

I guess the basic idea as per Eventum is to have a dedicated
email 
addresses per projects and per project participants. The
project email 
address can be used to raise new issues (like proj-acompany.com) while 
each project participants will use their own email address
to be 
involved in communication (like gyorgycompany.com). Therefore the

Eventum project should be setup with proj-acompany.com email address 
while the users' email address should be added to the
notification list 
(eg gyorgycompany.com).

Tibor

Lengyel György wrote:

> Hi Michael,
>
> I am using a similar setup with itsupport... for
auto creation, but 
> when the issue is created there will be itsupport... in
the 
> notification list (in section "Other"). I am
using 2.0.1, how about you?
>
> Hogg, Michael wrote:
>
>> Legyel,
>> I think I struggled with similar issues when
setting this up myself.  
>> I have everything working to my satisfaction now
and I wonder if we 
>> are using it the same way.  In my case:
>> A usermycompany.com will email eventumlistmycompany.com with an issue.
>> Issue is created automatically.  usermycompany
is the only one on 
>> the notification list.  She/He receives updates
when status is changed.
>>
>> What scenario are you using?
>
>

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That's what we have. The problem is that anytime I send an
email to 
proj-acompany.com then the issue created has the proj-acompany.com 
among the addresses in the notification list. So a status
change of the 
auto-created issue triggers an email to that address and a
new issue is 
created with the status notification email's subject/body as
its data.

Tibor Gellert wrote:
> Hi György,
> 
> I guess the basic idea as per Eventum is to have a
dedicated email 
> addresses per projects and per project participants.
The project email 
> address can be used to raise new issues (like
proj-acompany.com) while 
> each project participants will use their own email
address to be 
> involved in communication (like gyorgycompany.com). Therefore the 
> Eventum project should be setup with proj-acompany.com email address 
> while the users' email address should be added to the
notification list 
> (eg gyorgycompany.com).
> 
> Tibor
> 
> Lengyel György wrote:
> 
>> Hi Michael,
>>
>> I am using a similar setup with itsupport... for
auto creation, but 
>> when the issue is created there will be
itsupport... in the 
>> notification list (in section "Other"). I
am using 2.0.1, how about you?
>>
>> Hogg, Michael wrote:
>>
>>> Legyel,
>>> I think I struggled with similar issues when
setting this up myself.  
>>> I have everything working to my satisfaction
now and I wonder if we 
>>> are using it the same way.  In my case:
>>> A usermycompany.com will email eventumlistmycompany.com with an issue.
>>> Issue is created automatically.  usermycompany
is the only one on 
>>> the notification list.  She/He receives updates
when status is changed.
>>>
>>> What scenario are you using?
>>
>>

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Lengyel,
Yes, that's the same problem I had.  I traced it to some
code where Eventum compares the email addresses to the users
in the user table, and it was case sensitive.  I think in my
case I added a string-to-lower function but I also could
have updated the email address on the POP server to be all
lower case.  Or something like that.  I will search for the
email I sent to this list...
Here it is, let me know if that works for you.  
Cheers,
Mike

-----Original Message-----
From: Hogg, Michael 
Sent: Thursday, August 23, 2007 11:29 AM
To: 'eventum-userslists.mysql.com'
Subject: BLOCKED Email solution

Hello,
I had a problem with 2.0.1 sending itself an auto-create
issue email, then blocking it because it wasn't an
authorized replier.  Of course you wouldn't have this
trouble if your outgoing sender email address matches
exactly your incoming POP/IMAP address, but if it doesn't
and you don't have ready access to these account settings
like me, you can add strtolower functions on line 846 of
class.support.php and it will stop sending these emails.

Thanks,
Mike
---------------------------

-----Original Message-----
From: Lengyel György [mailto:lengyelgycitromail.hu] 
Sent: Monday, October 22, 2007 6:20 AM
To: Tibor Gellert
Cc: eventum-userslists.mysql.com
Subject: Re: Email integration questions

That's what we have. The problem is that anytime I send an
email to proj-acompany.com then the issue created has the
proj-acompany.com among the addresses in the notification
list. So a status change of the auto-created issue triggers
an email to that address and a new issue is created with the
status notification email's subject/body as its data.

Tibor Gellert wrote:
> Hi György,
> 
> I guess the basic idea as per Eventum is to have a
dedicated email 
> addresses per projects and per project participants.
The project email 
> address can be used to raise new issues (like
proj-acompany.com) 
> while each project participants will use their own
email address to be 
> involved in communication (like gyorgycompany.com). Therefore the 
> Eventum project should be setup with proj-acompany.com email address 
> while the users' email address should be added to the
notification 
> list (eg gyorgycompany.com).
> 
> Tibor
> 
> Lengyel György wrote:
> 
>> Hi Michael,
>>
>> I am using a similar setup with itsupport... for
auto creation, but 
>> when the issue is created there will be
itsupport... in the 
>> notification list (in section "Other"). I
am using 2.0.1, how about you?
>>
>> Hogg, Michael wrote:
>>
>>> Legyel,
>>> I think I struggled with similar issues when
setting this up myself.  
>>> I have everything working to my satisfaction
now and I wonder if we 
>>> are using it the same way.  In my case:
>>> A usermycompany.com will email eventumlistmycompany.com with an issue.
>>> Issue is created automatically.  usermycompany
is the only one on 
>>> the notification list.  She/He receives updates
when status is changed.
>>>
>>> What scenario are you using?
>>
>>

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confidential, may contain legal, professional or other
privileged information, and are intended solely for the
addressee.  If you are not the intended recipient, do not
use the information in this e-mail in any way, delete this
e-mail and notify the sender. CEG-IP1

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Hi,

Eventum looks at the Project email address to determine
which address 
NOT to add to the NL. If that doesn't work, you can use the
workflow API 
to manually make a list of addresses that shouldn't be
added.

I have just added an example of this to the wiki:
h
ttp://eventum.mysql.org/wiki/index.php/WorkflowExamples#Prev
ent_certain_email_addresses_from_being_added_to_NL

Best Regards,
/bryan

Hogg, Michael wrote:
> Lengyel,
> Yes, that's the same problem I had.  I traced it to
some code where Eventum compares the email addresses to the
users in the user table, and it was case sensitive.  I think
in my case I added a string-to-lower function but I also
could have updated the email address on the POP server to be
all lower case.  Or something like that.  I will search for
the email I sent to this list...
> Here it is, let me know if that works for you.  
> Cheers,
> Mike
> 
> -----Original Message-----
> From: Hogg, Michael 
> Sent: Thursday, August 23, 2007 11:29 AM
> To: 'eventum-userslists.mysql.com'
> Subject: BLOCKED Email solution
> 
> Hello,
> I had a problem with 2.0.1 sending itself an
auto-create issue email, then blocking it because it wasn't
an authorized replier.  Of course you wouldn't have this
trouble if your outgoing sender email address matches
exactly your incoming POP/IMAP address, but if it doesn't
and you don't have ready access to these account settings
like me, you can add strtolower functions on line 846 of
class.support.php and it will stop sending these emails.
> 
> Thanks,
> Mike
> ---------------------------
> 
> -----Original Message-----
> From: Lengyel György [mailto:lengyelgycitromail.hu] 
> Sent: Monday, October 22, 2007 6:20 AM
> To: Tibor Gellert
> Cc: eventum-userslists.mysql.com
> Subject: Re: Email integration questions
> 
> That's what we have. The problem is that anytime I send
an email to proj-acompany.com then the issue created has the
proj-acompany.com among the addresses in the notification
list. So a status change of the auto-created issue triggers
an email to that address and a new issue is created with the
status notification email's subject/body as its data.
> 
> Tibor Gellert wrote:
>> Hi György,
>>
>> I guess the basic idea as per Eventum is to have a
dedicated email 
>> addresses per projects and per project
participants. The project email 
>> address can be used to raise new issues (like
proj-acompany.com) 
>> while each project participants will use their own
email address to be 
>> involved in communication (like gyorgycompany.com). Therefore the 
>> Eventum project should be setup with proj-acompany.com email address 
>> while the users' email address should be added to
the notification 
>> list (eg gyorgycompany.com).
>>
>> Tibor
>>
>> Lengyel György wrote:
>>
>>> Hi Michael,
>>>
>>> I am using a similar setup with itsupport... for
auto creation, but 
>>> when the issue is created there will be
itsupport... in the 
>>> notification list (in section
"Other"). I am using 2.0.1, how about you?
>>>
>>> Hogg, Michael wrote:
>>>
>>>> Legyel,
>>>> I think I struggled with similar issues
when setting this up myself.  
>>>> I have everything working to my
satisfaction now and I wonder if we 
>>>> are using it the same way.  In my case:
>>>> A usermycompany.com will email eventumlistmycompany.com with an issue.
>>>> Issue is created automatically.  usermycompany
is the only one on 
>>>> the notification list.  She/He receives
updates when status is changed.
>>>>
>>>> What scenario are you using?
>>>
> 
> --
> Eventum Users Mailing List
> For list archives: http://lists.mys
ql.com/eventum-users
> To unsubscribe:    http://lists.mysql.com/eventum-users?unsub=michael.hoggconstellation.com
>>>> This e-mail and any attachments are
confidential, may contain legal, professional or other
privileged information, and are intended solely for the
addressee.  If you are not the intended recipient, do not
use the information in this e-mail in any way, delete this
e-mail and notify the sender. CEG-IP1
> 

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MySQL AB, www.mysql.com

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Dear Tibor, Mike and Bryan and List,

Thanks for your mails.

After Mike's mail I started to look at the code in
class.support.php and 
realized that the project should have the same mail address
as the 
auto-issue address (proj. email is blacklisted using 
$addresses_not_too_add) and since then this problem is
eliminated.

Now it is obvious but I would suggest to place this
information 
somewhere in the docs because this is not indicated clearly
anywhere as 
of now.

There is a very important question I still need an answer
for:

"- There were some posts on issue creation loops
because of bouncing but
not with this newest version of Eventum. Example:

http://list
s.mysql.com/eventum-users/3451

Is this problem eliminated in the newest version?"

Are bounced messages handled correctly? Or shall I set up an

out-of-eventum solution such as a procmail filter?

Regards:
Gyuri

Bryan Alsdorf wrote:
> Hi,
> 
> Eventum looks at the Project email address to determine
which address 
> NOT to add to the NL. If that doesn't work, you can use
the workflow API 
> to manually make a list of addresses that shouldn't be
added.
> 
> I have just added an example of this to the wiki:
> h
ttp://eventum.mysql.org/wiki/index.php/WorkflowExamples#Prev
ent_certain_email_addresses_from_being_added_to_NL 
> 
> 
> Best Regards,
> /bryan
> 
> Hogg, Michael wrote:
>> Lengyel,
>> Yes, that's the same problem I had.  I traced it to
some code where 
>> Eventum compares the email addresses to the users
in the user table, 
>> and it was case sensitive.  I think in my case I
added a 
>> string-to-lower function but I also could have
updated the email 
>> address on the POP server to be all lower case.  Or
something like 
>> that.  I will search for the email I sent to this
list...
>> Here it is, let me know if that works for you. 
Cheers,
>> Mike
>>
>> -----Original Message-----
>> From: Hogg, Michael Sent: Thursday, August 23, 2007
11:29 AM
>> To: 'eventum-userslists.mysql.com'
>> Subject: BLOCKED Email solution
>>
>> Hello,
>> I had a problem with 2.0.1 sending itself an
auto-create issue email, 
>> then blocking it because it wasn't an authorized
replier.  Of course 
>> you wouldn't have this trouble if your outgoing
sender email address 
>> matches exactly your incoming POP/IMAP address, but
if it doesn't and 
>> you don't have ready access to these account
settings like me, you can 
>> add strtolower functions on line 846 of
class.support.php and it will 
>> stop sending these emails.
>>
>> Thanks,
>> Mike
>> ---------------------------
>>
>> -----Original Message-----
>> From: Lengyel György [mailto:lengyelgycitromail.hu] Sent: Monday, 
>> October 22, 2007 6:20 AM
>> To: Tibor Gellert
>> Cc: eventum-userslists.mysql.com
>> Subject: Re: Email integration questions
>>
>> That's what we have. The problem is that anytime I
send an email to 
>> proj-acompany.com then the issue created has the
proj-acompany.com 
>> among the addresses in the notification list. So a
status change of 
>> the auto-created issue triggers an email to that
address and a new 
>> issue is created with the status notification
email's subject/body as 
>> its data.
>>
>> Tibor Gellert wrote:
>>> Hi György,
>>>
>>> I guess the basic idea as per Eventum is to
have a dedicated email 
>>> addresses per projects and per project
participants. The project 
>>> email address can be used to raise new issues
(like 
>>> proj-acompany.com) while each project
participants will use their 
>>> own email address to be involved in
communication (like 
>>> gyorgycompany.com). Therefore the Eventum
project should be setup 
>>> with proj-acompany.com email address
while the users' email address 
>>> should be added to the notification list (eg
gyorgycompany.com).
>>>
>>> Tibor
>>>
>>> Lengyel György wrote:
>>>
>>>> Hi Michael,
>>>>
>>>> I am using a similar setup with
itsupport... for auto creation, but 
>>>> when the issue is created there will be
itsupport... in the 
>>>> notification list (in section
"Other"). I am using 2.0.1, how about 
>>>> you?
>>>>
>>>> Hogg, Michael wrote:
>>>>
>>>>> Legyel,
>>>>> I think I struggled with similar issues
when setting this up 
>>>>> myself.  I have everything working to
my satisfaction now and I 
>>>>> wonder if we are using it the same way.
 In my case:
>>>>> A usermycompany.com will email
eventumlistmycompany.com with an 
>>>>> issue.
>>>>> Issue is created automatically. 
usermycompany is the only one on 
>>>>> the notification list.  She/He receives
updates when status is 
>>>>> changed.
>>>>>
>>>>> What scenario are you using?
>>>>
>>
>> -- 
>> Eventum Users Mailing List
>> For list archives: http://lists.mys
ql.com/eventum-users
>> To unsubscribe:    
>> http://lists.mysql.com/eventum-users?unsub=michael.hoggconstellation.com
>>>>> This e-mail and any attachments are
confidential, may contain 
>>>>> legal, professional or other privileged
information, and are 
>>>>> intended solely for the addressee.  If
you are not the intended 
>>>>> recipient, do not use the information
in this e-mail in any way, 
>>>>> delete this e-mail and notify the
sender. CEG-IP1
>>
> 

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"- There were some posts on issue creation loops
because of bouncing but
not with this newest version of Eventum. Example:

http://list
s.mysql.com/eventum-users/3451

Is this problem eliminated in the newest version?"

I answer this myself: yes, I think it is. The pacth for the
question 
above seems to be included in class.support.php for version
2.0.1.

// check whether we need to create a new issue or not
if (($info['ema_issue_auto_creation'] == 'enabled')
&& 
($should_create_issue) &&
(!Notification::isBounceMessage($sender_email))) {

I hope I am right ;).

Gyuri

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