.. _ticket-mail-pipe:

=========================================
Configure incoming email pipe for tickets
=========================================

End-users and staff users can open and reply to :ref:`support tickets<support-ticket-system>` using the web interface or
by sending email messages to the :ref:`support department's email address<departments-main>`.

For incoming email messages - from end-users and from staff users - to be recorded in a support, ticket the following
configuration is required. These steps have been tested on Ubuntu 22.04, with locally installed Postfix mail server. The
commands may differ slightly on other Linux distributions or versions.

.. note::

    This page refers to INCOMING email messages, that is, email messages received by Fleio and recorded in the ticketing
    system. For OUTGOING email messages, in other words, emails sent by Fleio, see :ref:`email-settings`.

Install postfix, choose "Internet site" when asked and fill in as "System mail name" the FQDN (Fully Qualified Domain
Name), e.g. "mydomain.com". Note that you need the corresponding MX DNS record of this FQDN to point to the public IP
address of the machine where Fleio is installed.

.. code-block:: bash

    sudo apt install postfix
    systemctl enable postfix

Make sure the :ref:`support department<departments-main>` is created and let's say with ``support@mydomain.com`` email
address.

Impersonate the ``fleio``` user end edit the following file:

.. code-block:: bash
    
    sudo -i -u fleio
    cd /home/fleio
    nano .aliases

add the following content to file ``/home/fleio/.aliases``:

.. code-block:: bash 

    support: | "docker exec -i fleio-incomingmail-1 /var/webapps/fleio/scripts/incoming_pipe"

.. note::

    On some systems, the email address you are configuring for a support department may already exist in
    ``/etc/aliases``. For example "support" is already configured in /etc/aliases on CentOS 8. If this is the case,
    remove it from ``/etc/aliases``


while still in the ``/home/fleio/`` directory, run:

.. code-block:: bash 

    postalias /home/fleio/.aliases
    # exit "fleio" user impersonation
    exit

as ``root``, edit file ``/etc/postfix/main.cf``. On the ``alias_maps`` line, add the new alias file (just the part
starting with the comma is newly added):

.. code-block:: bash 

    alias_maps = hash:/etc/aliases, hash:/home/fleio/.aliases

and restart postfix:

.. code-block:: bash 

    systemctl restart postfix

At this point email sent to ``support@mydomain.com`` should automatically open a support ticket. Email notifications are
also **sent** when a support ticket is opened or when a reply is added. For outgoing email settings see
:ref:`email-settings`.

.. _log-ticket-emails:

Debug incoming ticket emails
============================

For debugging purposes, you may want to log the content of the incoming email messages that are piped to the ticketing
system. The mail server pipeline must be correctly configured as explained above in order to actually log an incoming
email message.

To enable incoming email message logging add this to :ref:`settings.py<edit_settings-py>`:

.. code-block:: python 

    LOG_EMAILS_RELATED_TO_TICKETS = True

Then you will find the logged email messages in the following path from the ``utils`` container:

.. code-block:: bash 

    # enter the utils container
    fleio bash
    ls /var/fleio/ticket_emails
    cat /var/fleio/ticket_emails/...
    # to exit the utils container:
    exit

alternatively, you can list files directly from the host (without entering the ``utils`` container):

.. code-block:: bash 

    fleio bash ls /var/fleio/ticket_emails
    fleio bash cat /var/fleio/ticket_emails/2023-5-17/2023-5-17-7-28-476aa961-af22-4fcf-9fef-7049a1aa2047.eml