Fixed issue #1482 - Tickets sent by agent via email into Zammad have state open (not new).

app/models/observer/ticket/reset_new_state.rb

@@ -8,6 +8,9 @@ class Observer::Ticket::ResetNewState < ActiveRecord::Observer
     # return if we run import mode
     return if Setting.get('import_mode')
 
+    # only change state if not processed via postmaster
+    return if ApplicationHandleInfo.current.split('.')[1] == 'postmaster'
+
     # if article in internal
     return true if record.internal
 

test/unit/email_process_sender_is_system_address_or_agent_test.rb

@@ -46,7 +46,7 @@ Some Text"
     article = Ticket::Article.find(article_p.id)
 
     assert_equal(subject, ticket.title)
-    assert_equal('open', ticket.state.name)
+    assert_equal('new', ticket.state.name)
     assert_equal('Agent', ticket.create_article_sender.name)
     assert_equal('Agent', article.sender.name)
     assert_equal('me+is+customer@example.com', ticket.customer.email)
@@ -152,7 +152,7 @@ Some Text"
     ticket = Ticket.find(ticket_p.id)
     article = Ticket::Article.find(article_p.id)
     assert_equal('some subject #2', ticket.title)
-    assert_equal('open', ticket.state.name)
+    assert_equal('new', ticket.state.name)
     assert_equal('Agent', ticket.create_article_sender.name)
     assert_equal('Agent', article.sender.name)
     assert_equal('ticket-system-sender-customer1@example.com', ticket.customer.email)
@@ -169,7 +169,7 @@ Some Text"
     ticket = Ticket.find(ticket_p.id)
     article = Ticket::Article.find(article_p.id)
     assert_equal('some subject #3', ticket.title)
-    assert_equal('open', ticket.state.name)
+    assert_equal('new', ticket.state.name)
     assert_equal('Agent', ticket.create_article_sender.name)
     assert_equal('Agent', article.sender.name)
     assert_equal('ticket-system-sender-customer1@example.com', ticket.customer.email)
@@ -186,7 +186,7 @@ Some Text"
     ticket = Ticket.find(ticket_p.id)
     article = Ticket::Article.find(article_p.id)
     assert_equal('some subject #4', ticket.title)
-    assert_equal('open', ticket.state.name)
+    assert_equal('new', ticket.state.name)
     assert_equal('Agent', ticket.create_article_sender.name)
     assert_equal('Agent', article.sender.name)
     assert_equal('ticket-system-sender-customer1@example.com', ticket.customer.email)
@@ -203,7 +203,7 @@ Some Text"
     ticket = Ticket.find(ticket_p.id)
     article = Ticket::Article.find(article_p.id)
     assert_equal('some subject #5', ticket.title)
-    assert_equal('open', ticket.state.name)
+    assert_equal('new', ticket.state.name)
     assert_equal('Agent', ticket.create_article_sender.name)
     assert_equal('Agent', article.sender.name)
     assert_equal('ticket-system-sender-agent1@example.com', ticket.customer.email)
@@ -220,7 +220,7 @@ Some Text"
     ticket = Ticket.find(ticket_p.id)
     article = Ticket::Article.find(article_p.id)
     assert_equal('some subject #6', ticket.title)
-    assert_equal('open', ticket.state.name)
+    assert_equal('new', ticket.state.name)
     assert_equal('Agent', ticket.create_article_sender.name)
     assert_equal('Agent', article.sender.name)
     assert_equal('ticket-system-sender-agent1@example.com', ticket.customer.email)

test/unit/email_process_state_open_set.rb

@@ -0,0 +1,152 @@
+# encoding: utf-8
+require 'test_helper'
+
+class EmailProcessStateOpenSet < ActiveSupport::TestCase
+
+  setup do
+    groups = Group.all
+    roles = Role.where(name: 'Agent')
+    @agent1 = User.create_or_update(
+      login: 'agent-ticket-state-open-set@example.com',
+      firstname: 'StateOpenSet',
+      lastname: 'Agent1',
+      email: 'agent-ticket-state-open-set@example.com',
+      password: 'agentpw',
+      active: true,
+      roles: roles,
+      groups: groups,
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    roles = Role.where(name: 'Customer')
+    @customer1 = User.create_or_update(
+      login: 'customer-ticket-state-open-set@example.com',
+      firstname: 'StateOpenSet',
+      lastname: 'Customer',
+      email: 'customer-ticket-state-open-set@example.com',
+      password: 'customerpw',
+      active: true,
+      roles: roles,
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+  end
+
+  test 'new as agent' do
+    email_raw_string = "From: agent-ticket-state-open-set@example.com
+To: customer-ticket-state-open-set@example.com
+Subject: test sender is agent
+
+Some Text"
+
+    ticket_p, article_p, user_p, mail = Channel::EmailParser.new.process({}, email_raw_string)
+    ticket = Ticket.find(ticket_p.id)
+
+    article = Ticket::Article.find(article_p.id)
+    assert_equal('test sender is agent', ticket.title)
+    assert_equal('new', ticket.state.name)
+    assert_equal('Agent', ticket.create_article_sender.name)
+    assert_equal('Agent', article.sender.name)
+    assert_equal('customer-ticket-state-open-set@example.com', ticket.customer.email)
+    assert_equal('StateOpenSet', ticket.customer.firstname)
+    assert_equal('Customer', ticket.customer.lastname)
+
+    article = Ticket::Article.create!(
+      ticket_id: ticket.id,
+      type_id: Ticket::Article::Type.find_by(name: 'email').id,
+      sender_id: Ticket::Article::Sender.find_by(name: 'Customer').id,
+      body: 'test',
+      internal: false,
+      updated_by_id: @customer1.id,
+      created_by_id: @customer1.id,
+    )
+
+    ticket.reload
+    assert_equal('test sender is agent', ticket.title)
+    assert_equal('new', ticket.state.name)
+    assert_equal('Agent', ticket.create_article_sender.name)
+    assert_equal('Customer', article.sender.name)
+    assert_equal('customer-ticket-state-open-set@example.com', ticket.customer.email)
+    assert_equal('StateOpenSet', ticket.customer.firstname)
+    assert_equal('Customer', ticket.customer.lastname)
+
+    article = Ticket::Article.create!(
+      ticket_id: ticket.id,
+      type_id: Ticket::Article::Type.find_by(name: 'email').id,
+      sender_id: Ticket::Article::Sender.find_by(name: 'Agent').id,
+      body: 'test',
+      internal: false,
+      updated_by_id: @agent1.id,
+      created_by_id: @agent1.id,
+    )
+
+    ticket.reload
+    assert_equal('test sender is agent', ticket.title)
+    assert_equal('open', ticket.state.name)
+    assert_equal('Agent', ticket.create_article_sender.name)
+    assert_equal('Agent', article.sender.name)
+    assert_equal('customer-ticket-state-open-set@example.com', ticket.customer.email)
+    assert_equal('StateOpenSet', ticket.customer.firstname)
+    assert_equal('Customer', ticket.customer.lastname)
+
+  end
+
+  test 'new as customer' do
+    email_raw_string = "From: customer-ticket-state-open-set@example.com
+To: agent-ticket-state-open-set@example.com
+Subject: test sender is customer
+
+Some Text"
+
+    ticket_p, article_p, user_p, mail = Channel::EmailParser.new.process({}, email_raw_string)
+    ticket = Ticket.find(ticket_p.id)
+
+    article = Ticket::Article.find(article_p.id)
+    assert_equal('test sender is customer', ticket.title)
+    assert_equal('new', ticket.state.name)
+    assert_equal('Customer', ticket.create_article_sender.name)
+    assert_equal('Customer', article.sender.name)
+    assert_equal('customer-ticket-state-open-set@example.com', ticket.customer.email)
+    assert_equal('StateOpenSet', ticket.customer.firstname)
+    assert_equal('Customer', ticket.customer.lastname)
+
+    article = Ticket::Article.create!(
+      ticket_id: ticket.id,
+      type_id: Ticket::Article::Type.find_by(name: 'email').id,
+      sender_id: Ticket::Article::Sender.find_by(name: 'Customer').id,
+      body: 'test',
+      internal: false,
+      updated_by_id: @customer1.id,
+      created_by_id: @customer1.id,
+    )
+
+    ticket.reload
+    assert_equal('test sender is customer', ticket.title)
+    assert_equal('new', ticket.state.name)
+    assert_equal('Customer', ticket.create_article_sender.name)
+    assert_equal('Customer', article.sender.name)
+    assert_equal('customer-ticket-state-open-set@example.com', ticket.customer.email)
+    assert_equal('StateOpenSet', ticket.customer.firstname)
+    assert_equal('Customer', ticket.customer.lastname)
+
+    article = Ticket::Article.create!(
+      ticket_id: ticket.id,
+      type_id: Ticket::Article::Type.find_by(name: 'email').id,
+      sender_id: Ticket::Article::Sender.find_by(name: 'Agent').id,
+      body: 'test',
+      internal: false,
+      updated_by_id: @agent1.id,
+      created_by_id: @agent1.id,
+    )
+
+    ticket.reload
+    assert_equal('test sender is customer', ticket.title)
+    assert_equal('open', ticket.state.name)
+    assert_equal('Customer', ticket.create_article_sender.name)
+    assert_equal('Agent', article.sender.name)
+    assert_equal('customer-ticket-state-open-set@example.com', ticket.customer.email)
+    assert_equal('StateOpenSet', ticket.customer.firstname)
+    assert_equal('Customer', ticket.customer.lastname)
+  end
+
+end