Listing all of a users' tickets. Mail vs Portal showing different results
Problem reported by Kieran Garbutt - January 30 at 6:11 AM
Resolved
Hi.  Not sure if this is something just affecting me or not.  I have installed ST (Version 13.1.6600.17442) to evaluate and have noticed that if I go to the user portal and log in with a test user (my personal user), then click on "tickets" I only see the one ticket that I opened via the portal.  If I click on "Mail all tickets" and enter my email address, then I get two tickets shown.  One is the afore-mentioned ticket, the other is one that I opened by sending an email to the ST email address.  Both tickets are visible in the Management Interface.
 
Anyone else run into this?
Thanks in advance.

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Eric McCarthy Replied
Employee Post
Thank you for notifying us of your issue. We are looking into this now. We are wondering if the missing email ticket was submitted before or after the user account was created? The timing of this might help us identify what is happening to cause your issue. 
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Kieran Garbutt Replied
Hi Eric,
thanks for getting back to me.  The scenario that I have is after user creation.  I created a user via the portal, and opened one ticket via the portal and one via email to the email account connected to our ST installation.  The portal ticket shows up when I click tickets in the portal, but the email ticket doesn't.  I think I've found the source of the issue.  I initially created the user account with "UserName" set as "firstname.lastname@company.com" with the same email address.  Our mail server sends mails with the sender written as "Firstname.Lastname@company.com".  Curiously, I deleted the initial user account that I had created, and created a new one with "UserName" and "Email" set to "Firstname.Lastname@company.com" and now (without changing any other settings), both tickets show up.  The query is probably using a "to lowercase" in order to find tickets which would explain why one scenario works and the other doesn't.  Given the second user account was created AFTER the tickets were created, and both tickets are shown, I think it's safe to say that the order in which users/tickets were created is not the issue.
0
Eric McCarthy Replied
Employee Post
Thank you Kieran for the information. We will look into issue further.

Based on the information you provided I have changed the status to "Known".
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Derek Curtis Replied
Employee Post
Hey, Kieran
 
I'm changing this to resolved and it does look to be fixed in the upcoming minor release. Thanks for pointing it out. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278

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