Normally my sysadmins install and upgrade software on my servers but as I grew impatient last weekend for one request, I decided to upgrade our support system myself. One feature was not working, however, which was the email parsing and auto ticket generation from incoming emails. I found that it worked slightly different with version 3 compared with version 2.

Here is how to upgrade your old email piping from Kayako Support Suite version 2 to version 3:

CREATE EMAIL QUEUES (as many as you want for incoming email addresses that map to departments for tickets):

1. In the Admin CP, you will click on Email Parser
2. choose Insert Queue
3. Enter the email address (e.g. support@yourcompany.com)
4. Choose the department (e.g. Tech Support, Billing, Sales, etc.)
5. Leave default rules (I did, at least) for users and auto reply
6. Repeat for EACH email address you had aliases for before

EDIT EMAIL PIPE:

1. ssh to your server as root and visit /home/virtual/domain.com/etc/
2. verify your aliases match the email queues you created: $vi aliases
3. alias should be like ( support: “| /etc/smrsh/pop3pipe.php” )
4. if nothing changed, close the file (:q!)
5. move to your smrsh directory: $cd smrsh/
6. list the files in the directory: $ls -al
7. you will see pop3pipe.php from version 2 install
8. rename the file as a backup precaution: $mv pop3pipe.php pop3pipe.php.v2
9. create symlink to new pipe processor for version 3
10. $ln -s ../../var/www/[support]/cli/index.php pop3pipe.php
11. confirm the permissions for the file include execute for all ($chmod +x pop3pipe.php)

CONFIRM PHP EXECUTABLE LOCATION:

1. type: $whereis php (it should return /usr/bin/php or /usr/local/bin/php)
2. open the email parser file for version 3 and confirm the she-bang line is correct
3. $vi /home/virtual/domain.com/var/www/support/cli/index.php
4. (default: #!/usr/local/bin/php) so I changed to #!/usr/bin/php
5. write file (if you changed it) and close (:wq)

RELOAD NEWALIASES:

1. you will need to log into shell as domain admin
2. type: $chroot /home/virtual/domain.com (it will likely return bash shell $)
3. type: $newaliases (it will display number of aliases reloaded)
4. type: $exit (it will exit out of that shell and return you to root shell)

TEST IT OUT! Send an email to one of your addresses and a ticket will be generated and you should receive an auto-response (assuming you chose that option).
NOTICE: I found that the flood protection prevented me from sending subsequent tests so I spent a lot of time diagnosing to find out if you simply turn off the option to prevent auto-responses when flood prevention on, and set the timeout to 120 instead of 600, you can effectively test w/o pulling your last remaining hairs out.

Hope that helps! Enjoy.

(2 votes, average: 5 out of 5)

 Loading ...

This entry was posted on Thursday, November 16th, 2006 at 9:44 am and is filed under Knowledge. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site. This post has been viewed 1,399 times.