diff --git a/include/i18n/en_US/help/tips/emails.email.yaml b/include/i18n/en_US/help/tips/emails.email.yaml
index 8c0ae0f360df536b7ffbeb635f2af2e7d6cf5ae4..5735bdbb638a7b4ec11700ed9f2818fa89b59b30 100644
--- a/include/i18n/en_US/help/tips/emails.email.yaml
+++ b/include/i18n/en_US/help/tips/emails.email.yaml
@@ -13,32 +13,39 @@
# must match the HTML #ids put into the page template.
#
---
-email_information_settings:
- title: Email Information & Settings
- content: >
-
-email_address:
- title: Email Address
- content: >
-
-email_name:
- title: Email Name
- content: >
-
new_ticket_help_topic:
title: New Ticket Help Topic
content: >
- Choose the <span class="doc-desc-title">Help Topic</span> to which incoming mail to this addressed will belong.
+ Choose a <span class="doc-desc-title">Help Topic</span> to be
+ automatically associated with tickets created via this Email
+ Address.
+ <br/><br/>
+ Forms associated with the Help Topic will be added to the ticket,
+ but will not have any data.
+ links:
+ - title: Manage Help Topics
+ href: /scp/helptopics.php
new_ticket_priority:
title: New Ticket Priority
content: >
- Choose the <span class="doc-desc-title">ticket priority</span> for tickets to have that were created from mail sent to this address.
+ Choose the <span class="doc-desc-title">priority</span> for new
+ tickets created via ths Email Address.
new_ticket_department:
title: New Ticket Department
content: >
- Choose the <span class="doc-desc-title">Department</span> to which incoming mail to this addressed will be routed.
+ Choose the <span class="doc-desc-title">Department</span> to which
+ new tickets created via this Email Address will be routed.
+ links:
+ - title: Manage Departments
+ href: /scp/departments.php
+
+auto_response:
+ title: New Ticket Auto-Response
+ content: >
+ You may disable the Auto-Response sent to the User when a new ticket
+ is created via this Email Address.
username:
title: Username
@@ -49,81 +56,83 @@ password:
content: >
login_information:
- title: Login Information
+ title: Email Login Information
content: >
- While this is optional, it is required if IMAP/POP or SMTP (with
- authorization) are enabled.
+ The <span class="doc-desc-title">Username</span> and <span
+ class="doc-desc-title">Password</span> are required to fetch email
+ from IMAP / POP mail boxes as well as to send email through SMTP.
mail_account:
- title: Mail Account
+ title: Fetching Email
content: >
- Optional setting for fetching incoming emails. Mail fetching must be enabled with autocron active or external cron setup.
+ Fetch emails from a remote IMAP or POP mail box and convert them
+ to tickets in your help desk.
links:
- title: Manage <span class="doc-desc-title">Email Polling</span> & <span class="doc-desc-title">AutoCron</span> settings.
href: /scp/settings.php?t=emails
-status:
- title: Status
- content: >
-
-host:
- title: Host
- content: >
-port:
- title: Port
+host_and_port:
+ title: Remote Host
content: >
- Enter the proper IMAP/POP port as prescribed by your host. We recommend that you choose IMAP/SSL
+ Enter the <span class="doc-desc-title">hostname</span> and <span
+ class="doc-desc-title">port</span> number for your mail server. This
+ may be available in the documentation for your hosting account or
+ from your email administrator.
protocol:
- title: Protocol
- content: >
- IMAP is recommended.
-
-encryption:
- title: Encryption
+ title: Mail Box Protocol
content: >
- SSL is recommended.
+ Select the mail box protocol supported by your remote mail server.
+ IMAP is recommended and SSL is encouraged if at all possible.
fetch_frequency:
title: Fetch Frequency
content: >
- Enter the duration of time to be passed between the helpdesk's attempts to check the email address's inbox for new mail.
+ Enter how often, in minutes, the system will poll the mail box.
+ <br/><br/>
+ This will define the average delay in receiving an Auto-Response
+ after a User sends an email to this mail box.
emails_per_fetch:
title: Emails Per Fetch
content: >
- Decide the maximum number of emails fetched per fetching cycle.
+ Enter the number of emails processed at one time.
fetched_emails:
title: Fetched Emails
content: >
+ Decide what to do with processed emails:
+ <br/><br/>
+ <span class="doc-desc-opt"><b>Move to Folder</b></span>:
+ This will backup your email from the INBOX to a
+ folder you specify. If the folder does not yet exist on the server,
+ the system will attempt to automatically create it.
+ (<b>Recommended</b>)
+ <hr>
+ <span class="doc-desc-opt"><b>Delete Emails</b></span>: This will delete
+ your email from the INBOX once it is processed.
+ <hr>
+ <span class="doc-desc-opt"><b>Do Nothing</b></span>: This will leave emails
+ in your INBOX. The system will record the
+ message ids of your email and attempt not to refetch it. However,
+ this option may cause duplicate tickets to be created.
+ (<em>Not Recommended</em>)
smtp_settings:
title: SMTP Settings
content: >
- When enabled, the <span class="doc-desc-title">email account</span> will use
- the SMTP server instead of internal PHP mail() function for outgoing emails.
-
-status:
- title: Status
- content: >
-
-smtp_host:
- title: SMTP Host
- content: >
-
-smtp_port:
- title: SMTP Port
- content: >
+ Email sent from the help desk can be sent through an SMTP server.
+ This is recommended, if possible, as it will increase the likelyhood
+ of email delivery and will make the emails less likely to be marked
+ as spam.
-authentication_required:
- title: Authentication Required
- content: >
-
-allow_header_spoofing:
+header_spoofing:
title: Allow Header Spoofing
content: >
+ Enable this to allow sending emails via this mail box from an address
+ other that the one given in the <span class="doc-desc-title">Email
+ Address</span> setting above.
+ <br/><br/>
+ This advanced setting is generally used when sending mail from
+ aliases of this mail box.
-internal_notes:
- title: Internal Notes
- content: >
diff --git a/include/staff/email.inc.php b/include/staff/email.inc.php
index c36ec79d9bad6b57f93a9682c5b8b4ba210a7499..c54ec8085b3c586b878af7ead77d86f6c8b3b7c7 100644
--- a/include/staff/email.inc.php
+++ b/include/staff/email.inc.php
@@ -63,34 +63,37 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<span class="error">* <?php echo $errors['name']; ?> </span>
</td>
</tr>
+ <tr>
+ <th colspan="2">
+ <em><strong>New Ticket Settings</strong></em>
+ </th>
+ </tr>
<tr>
<td width="180">
- New Ticket Help Topic
+ Department
</td>
<td>
- <span>
- <select name="topic_id">
- <option value="0" selected="selected">— Empty —</option>
+ <span>
+ <select name="dept_id">
+ <option value="0" selected="selected">— System Default —</option>
<?php
- $sql='SELECT topic_id, topic FROM '.TOPIC_TABLE.' T ORDER by topic';
+ $sql='SELECT dept_id, dept_name FROM '.DEPT_TABLE.' dept ORDER by dept_name';
if(($res=db_query($sql)) && db_num_rows($res)){
while(list($id,$name)=db_fetch_row($res)){
- $selected=($info['topic_id'] && $id==$info['topic_id'])?'selected="selected"':'';
+ $selected=($info['dept_id'] && $id==$info['dept_id'])?'selected="selected"':'';
echo sprintf('<option value="%d" %s>%s</option>',$id,$selected,$name);
}
}
?>
</select>
- <i class="help-tip icon-question-sign" href="#new_ticket_help_topic"></i>
- </span>
- <span class="error">
- <?php echo $errors['topic_id']; ?>
- </span>
+ <i class="help-tip icon-question-sign" href="#new_ticket_department"></i>
+ </span>
+ <span class="error"><?php echo $errors['dept_id']; ?></span>
</td>
</tr>
<tr>
<td width="180">
- New Ticket Priority
+ Priority
</td>
<td>
<span>
@@ -113,25 +116,27 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</tr>
<tr>
<td width="180">
- New Ticket Dept.
+ Help Topic
</td>
<td>
<span>
- <select name="dept_id">
- <option value="0" selected="selected">— System Default —</option>
+ <select name="topic_id">
+ <option value="0" selected="selected">— None —</option>
<?php
- $sql='SELECT dept_id, dept_name FROM '.DEPT_TABLE.' dept ORDER by dept_name';
+ $sql='SELECT topic_id, topic FROM '.TOPIC_TABLE.' T ORDER by topic';
if(($res=db_query($sql)) && db_num_rows($res)){
while(list($id,$name)=db_fetch_row($res)){
- $selected=($info['dept_id'] && $id==$info['dept_id'])?'selected="selected"':'';
+ $selected=($info['topic_id'] && $id==$info['topic_id'])?'selected="selected"':'';
echo sprintf('<option value="%d" %s>%s</option>',$id,$selected,$name);
}
}
?>
</select>
- <i class="help-tip icon-question-sign" href="#new_ticket_department"></i>
+ <i class="help-tip icon-question-sign" href="#new_ticket_help_topic"></i>
+ </span>
+ <span class="error">
+ <?php echo $errors['topic_id']; ?>
</span>
- <span class="error"><?php echo $errors['dept_id']; ?></span>
</td>
</tr>
<tr>
@@ -140,13 +145,14 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</td>
<td>
<label><input type="checkbox" name="noautoresp" value="1" <?php echo $info['noautoresp']?'checked="checked"':''; ?> >
- <strong>Disable</strong> new ticket auto-response for this
- email. Override global and dept. settings.</label>
+ <strong>Disable</strong> for this Email Address
+ </label>
+ <i class="help-tip icon-question-sign" href="#auto_response"></i>
</td>
</tr>
<tr>
<th colspan="2">
- <em><strong>Login Information</strong> <i class="help-tip icon-question-sign" href="#login_information"></i></em>
+ <em><strong>Email Login Information</strong> <i class="help-tip icon-question-sign" href="#login_information"></i></em>
</th>
</tr>
<tr>
@@ -172,7 +178,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</tr>
<tr>
<th colspan="2">
- <em><strong>Mail Account</strong> <i class="help-tip icon-question-sign" href="#mail_account"></i> <font class="error"> <?php echo $errors['mail']; ?></font></em>
+ <em><strong>Fetching Email via IMAP or POP</strong> <i class="help-tip icon-question-sign" href="#mail_account"></i> <font class="error"> <?php echo $errors['mail']; ?></font></em>
</th>
</tr>
<tr>
@@ -184,52 +190,45 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<font class="error"> <?php echo $errors['mail_active']; ?></font>
</td>
</tr>
- <tr><td>Host</td>
+ <tr><td>Hostname</td>
<td>
<span>
<input type="text" name="mail_host" size=35 value="<?php echo $info['mail_host']; ?>">
<font class="error"> <?php echo $errors['mail_host']; ?></font>
+ <i class="help-tip icon-question-sign" href="#host_and_port"></i>
</span>
</td>
</tr>
- <tr><td>Port</td>
+ <tr><td>Port Number</td>
<td><input type="text" name="mail_port" size=6 value="<?php echo $info['mail_port']?$info['mail_port']:''; ?>">
<span>
- <i class="help-tip icon-question-sign" href="#port"></i>
<font class="error"> <?php echo $errors['mail_port']; ?></font>
+ <i class="help-tip icon-question-sign" href="#host_and_port"></i>
</span>
</td>
</tr>
- <tr><td>Protocol</td>
+ <tr><td>Mail Box Protocol</td>
<td>
<span>
- <select name="mail_protocol">
- <option value='POP'>— Select Mail Protocol —</option>
- <option value='POP' <?php echo ($info['mail_protocol']=='POP')?'selected="selected"':''; ?> >POP</option>
- <option value='IMAP' <?php echo ($info['mail_protocol']=='IMAP')?'selected="selected"':''; ?> >IMAP</option>
+ <select name="mail_proto">
+ <option value=''>— Select Protocol —</option>
+<?php
+ foreach (MailFetcher::getSupportedProtos() as $proto=>$desc) { ?>
+ <option value="<?php echo $proto; ?>" <?php
+ if ($info['mail_proto'] == $proto) echo 'selected="selected"';
+ ?>><?php echo $desc; ?></option>
+<?php } ?>
</select>
- <i class="help-tip icon-question-sign" href="#protocol"></i>
<font class="error"> <?php echo $errors['mail_protocol']; ?></font>
+ <i class="help-tip icon-question-sign" href="#protocol"></i>
</span>
</td>
</tr>
- <tr><td>Encryption</td>
- <td>
- <span>
- <select name="mail_encryption">
- <option value='NONE'>None</option>
- <option value='SSL' <?php echo ($info['mail_encryption']=='SSL')?'selected="selected"':''; ?> >SSL</option>
- </select>
- <i class="help-tip icon-question-sign" href="#encryption"></i>
- <font class="error"> <?php echo $errors['mail_encryption']; ?></font>
- </span>
- </td>
- </tr>
<tr><td>Fetch Frequency</td>
<td>
<span>
- <input type="text" name="mail_fetchfreq" size=4 value="<?php echo $info['mail_fetchfreq']?$info['mail_fetchfreq']:''; ?>"> Delay intervals in minutes
+ <input type="text" name="mail_fetchfreq" size=4 value="<?php echo $info['mail_fetchfreq']?$info['mail_fetchfreq']:''; ?>"> minutes
<i class="help-tip icon-question-sign" href="#fetch_frequency"></i>
<font class="error"> <?php echo $errors['mail_fetchfreq']; ?></font>
</span>
@@ -238,7 +237,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<tr><td>Emails Per Fetch</td>
<td>
<span>
- <input type="text" name="mail_fetchmax" size=4 value="<?php echo $info['mail_fetchmax']?$info['mail_fetchmax']:''; ?>"> Maximum emails to process per fetch.
+ <input type="text" name="mail_fetchmax" size=4 value="<?php echo $info['mail_fetchmax']?$info['mail_fetchmax']:''; ?>"> emails
<i class="help-tip icon-question-sign" href="#emails_per_fetch"></i>
<font class="error"> <?php echo $errors['mail_fetchmax']; ?></font>
</span>
@@ -247,20 +246,22 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<tr><td valign="top">Fetched Emails</td>
<td>
<label><input type="radio" name="postfetch" value="archive" <?php echo ($info['postfetch']=='archive')? 'checked="checked"': ''; ?> >
- Move to: <input type="text" name="mail_archivefolder" size="20" value="<?php echo $info['mail_archivefolder']; ?>"/> folder.</label>
- <font class="error"> <?php echo $errors['mail_folder']; ?></font>
+ Move to folder: <input type="text" name="mail_archivefolder" size="20" value="<?php echo $info['mail_archivefolder']; ?>"/></label>
+ <font class="error"><?php echo $errors['mail_folder']; ?></font>
+ <i class="help-tip icon-question-sign" href="#fetched_emails"></i>
+ <br/>
<label><input type="radio" name="postfetch" value="delete" <?php echo ($info['postfetch']=='delete')? 'checked="checked"': ''; ?> >
- Delete fetched emails </label>
-
+ Delete emails</label>
+ <br/>
<label><input type="radio" name="postfetch" value="" <?php echo (isset($info['postfetch']) && !$info['postfetch'])? 'checked="checked"': ''; ?> >
- Do nothing (Not recommended) </label>
- <br /><em>Moving fetched emails to a backup folder is highly recommended.</em> <font class="error"><?php echo $errors['postfetch']; ?></font>
+ Do nothing <em>(not recommended)</em></label>
+ <br /><font class="error"><?php echo $errors['postfetch']; ?></font>
</td>
</tr>
<tr>
<th colspan="2">
- <em><strong>SMTP Settings</strong> <i class="help-tip icon-question-sign" href="#smtp_settings"></i> <font class="error"> <?php echo $errors['smtp']; ?></font></em>
+ <em><strong>Sending Email via SMTP</strong> <i class="help-tip icon-question-sign" href="#smtp_settings"></i> <font class="error"> <?php echo $errors['smtp']; ?></font></em>
</th>
</tr>
<tr><td>Status</td>
@@ -271,32 +272,35 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<font class="error"> <?php echo $errors['smtp_active']; ?></font>
</td>
</tr>
- <tr><td>SMTP Host</td>
+ <tr><td>Hostname</td>
<td><input type="text" name="smtp_host" size=35 value="<?php echo $info['smtp_host']; ?>">
- <font class="error"> <?php echo $errors['smtp_host']; ?></font>
+ <font class="error"><?php echo $errors['smtp_host']; ?></font>
+ <i class="help-tip icon-question-sign" href="#host_and_port"></i>
</td>
</tr>
- <tr><td>SMTP Port</td>
+ <tr><td>Port Number</td>
<td><input type="text" name="smtp_port" size=6 value="<?php echo $info['smtp_port']?$info['smtp_port']:''; ?>">
- <font class="error"> <?php echo $errors['smtp_port']; ?></font>
+ <font class="error"><?php echo $errors['smtp_port']; ?></font>
+ <i class="help-tip icon-question-sign" href="#host_and_port"></i>
</td>
</tr>
<tr><td>Authentication Required</td>
<td>
<label><input type="radio" name="smtp_auth" value="1"
- <?php echo $info['smtp_auth']?'checked':''; ?> /> Yes</label>
+ <?php echo $info['smtp_auth']?'checked':''; ?> /> Yes</label>
<label><input type="radio" name="smtp_auth" value="0"
- <?php echo !$info['smtp_auth']?'checked':''; ?> /> No</label>
+ <?php echo !$info['smtp_auth']?'checked':''; ?> /> No</label>
<font class="error"> <?php echo $errors['smtp_auth']; ?></font>
</td>
</tr>
<tr>
- <td>Allow Header Spoofing</td>
+ <td>Header Spoofing</td>
<td>
<label><input type="checkbox" name="smtp_spoofing" value="1" <?php echo $info['smtp_spoofing'] ?'checked="checked"':''; ?>>
- Allow email header spoofing <em>(only applies to emails being sent through this account)</em></label>
+ Allow for this Email Address</label>
+ <i class="help-tip icon-question-sign" href="#header_spoofing"></i>
</td>
</tr>
<tr>