I am currently using the iTop version 3.1.1-1-12561 built on 2023-12-19, along with the following environment: MySQL: 9.0.1
PHP: 8.1.27
Extension name: itop-jb-mail-to-ticket-automation-v2-master
I’ve encountered an intermittent issue with the email-to-ticket automation feature. Occasionally, when users raise tickets via email and attach screenshots, the attachments do not appear in the corresponding tickets within iTop. To view these attachments, I have to manually access the specific email, which disrupts the workflow and delays resolution.
This doesn’t happen all the time, but when it does, it’s inconvenient, as attachments are critical for understanding and resolving tickets efficiently. Ideally, the attachments should always be directly visible or linked in the ticket created by the email-to-ticket process.
I would appreciate any insights or advice on resolving this intermittent issue. Has anyone else experienced similar behavior, and if so, how did you address it?
Hello iTop Community,
I am currently using the iTop version 3.1.1-1-12561 built on 2023-12-19, along with the following environment:
MySQL: 9.0.1
PHP: 8.1.27
Extension name: itop-jb-mail-to-ticket-automation-v2-master
I’ve encountered an intermittent issue with the email-to-ticket automation feature. Occasionally, when users raise tickets via email and attach screenshots, the attachments do not appear in the corresponding tickets within iTop. To view these attachments, I have to manually access the specific email, which disrupts the workflow and delays resolution.
This doesn’t happen all the time, but when it does, it’s inconvenient, as attachments are critical for understanding and resolving tickets efficiently. Ideally, the attachments should always be directly visible or linked in the ticket created by the email-to-ticket process.
I would appreciate any insights or advice on resolving this intermittent issue. Has anyone else experienced similar behavior, and if so, how did you address it?
Thank you in advance for your support!