[Vtigercrm-commits] [Vtiger development] #8551: Ticket update not working correctly

[Vtiger development]

#8551: Ticket update not working correctly
------------------------+------------------------
 Reporter:  william.u   |      Owner:  developer
     Type:  defect      |     Status:  new
 Priority:  unassigned  |  Milestone:  Unassigned
Component:  vtigercrm   |    Version:  6.2.0
 Severity:  Medium      |   Keywords:
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 Mail is scanned
 New messages are checked against rules
 If update rule is matched then ticket update action is set

 In MailScannerAction.php approx line 154 Update ticket action section

 at line 170

 $linkfocus = $mailscanner->GetTicketRecord($usesubject, $fromemail);

 we call code from MailScanner.php

 At approx line 454 in section "Get Ticket record information based on
 subject or id."

 In the function at line 473

 if ($fromemail && !$this->LookupContactOrAccount($fromemail,
 $ticket_focus->column_fields[parent_id])) {
                                         $ticket_focus = false;


 it calls function "LookupContactOrAccount"

 if (($checkWith['parent_id'] && $recordid != $checkWith['parent_id']))
                                 $recordid = false;

 This seems to always make $recordid = false and when code returns to line
 473

 This 'if' statment executes and $ticket_focus gets wiped.

 we then return to MailScannerAction.php line 170

 Now our $linkfocus which had pointed to a big structure is now empty.

 The rest of ticket update function fails and falls through to line 207,
 Create Ticket Action.

 So one moment the action is set to update ticket next it becomes create
 ticket action and turns the update into a new ticket.

 This causes tickets to never get new info from customer added to the
 ticket and fills the ticket list with bogus tickets.

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Ticket URL: <http://trac.vtiger.com/cgi-bin/trac.cgi/ticket/8551>
Vtiger development <http://trac.vtiger.com/>
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