Troubleshooting Helpdesk Problems

 

MantisHub's Helpdesk plugin for submitting and responding to your client emails and tickets is very simple to set up. If you do come across issues with ticket submissions via email then here are a few things you can do.

 

1. Check your setup

Within your Helpdesk plugin configuration, make sure that you have the checkbox  "Enable unregistered" checked to allow non-MantisHub users to submit tickets via email. You also need to make sure to define a default project. Without these settings, email from unregistered users will fail.

 

2. Configure your Failed Message and make use of the {error} placeholder

First of all, you should always configure your Failed Message section in the plugin setup. This will help you identify when there are failures. Make sure to provide an alternate contact method for your clients in this message otherwise you might never know about it.  

Secondly, you can use the {error} placeholder in your Failed Message to find out why the message failed. This will include any system error message that is generated by a failure of issue submission within the failure email that is sent. These could include the following: 

Error Message  What to check
Access Denied Permissions for Email user or reporter access level
A necessary field "" was empty Custom fields are not required on reporting issues 

Message rejected:

No selected or default project

Helpdesk plugin setup for default project.

Message rejected:

No matching account or fallback Email account

Helpdesk plugin setup - enabled for unregistered users

 

3. Ensure correct access and permissions for "Email" user

If you are getting an "Access Denied" error message on submission you may need to check access allowed for your Email user and for the reporter access level in general. While some access is overridden by the Helpdesk functionality (e.g. transition to assigned and/or re-opened state when clients reply to email notifications and permission to add notes to issues) you will need to make sure that they have the following:

  • 'Email' user access to any private projects used for Helpdesk.
  • reporter user level has access to report issues within the project workflow threshold

HD_Threshold_marked.png

HD_transition_marked.png

If you are concerned about granting other reporter users with the above access then you may want to consider upgrading the Email users reporter level to updater and granting permissions at that level. 

 

4. Check that you aren't requiring custom fields on reporting

When setting up custom fields for projects, you have the option to make them mandatory when reporting issues. As we have no way to populate such fields via email, this setup doesn't make sense for projects where you expect ticket submissions via email. So make sure this is turned off for Helpdesk or Email reporting projects. 

 

5. Email not arriving could be blocked as spam

If you are concerned that emails responses aren't going back to the client you can confirm they are leaving the system by checking out the email Event log. Many times, responses can be picked up by aggressive spam rules on the client's side so make sure to have them check their spam/junk folders and whitelist emails from mantishub.io and mantishub.com. 

If you find that emails aren't arriving from your clients into your MantisHub Helpdesk then please have a number of examples ready and email our support team. If you are using a forwarding rule then try emailing directly to your MantisHub email address and bypass your forwarding rule to make sure it's not an issue with your forwarding rule. 

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