Emails from Amazon will not reopen the Ticket

AR84

Hi,

we noticed for a long time already that when a customer writes from Amazon an Email, the ticket gets opened as usual. We reply and close the ticket. Now if the customer replies again, the answer will be inside the ticket, but it will not reopen...

Any other Emails which are not from Amazon will work just fine, we answer and close the ticket, once the customer replies the ticket will open again.

Any idea what could be the reason that Emails from Amazon don't reopen the ticket? Anyone else experiencing this?

Our setup is:
Server Information
osTicket Version v1.15.4 (6bd7884) — Up to date
Web Server Software Apache/2.4.25 (Debian)
MySQL Version 10.1.48
PHP Version 7.2.16-1+0_{20190307202415}.17+stretch₁.gbpa7be82
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone Europe/Berlin
Database Information and Usage
Schema ticketsystem (localhost)
Schema Signature add628927ee030469f5d3272ebda1e16
Space Used 3886.58 MiB
Space for Attachments 0.00 MiB
Timezone CET (Interpreted as Europe/Berlin)

KevinTheJedi

@AR84

Yes, the email they send back most likely has an X-Autoresponse header (or something similar). If an email has a header like this it will not reopen. This is to prevent things like "OOF" notices from reopening tickets incorrectly.

Here is a list of the headers that will prevent reopen (anything with * means if the header is set at all):

Cheers.

AR84

Thanks a lot for your fast reply.
In my case the header is "X-AMAZON-MAIL-RELAY-TYPE" which is the last of your list.
So it will prevent OOF in case the customer from Amazon has set it inside Amazon, understand.

But theoretically i could also delete the line
X-AMAZON-MAIL-RELAY-TYPE' => 'NOTIFICATION',
from the class.filter.php file, correct?

The problem is, that if the ticket does not reopen, then the answer to the Amazon customer will not be on time since Amazon wants you to answer within 24h if possible. But checking on Seller Central each day if someone wrote anything is also a little stupid.

If I don't use auto reply messages for Emails coming from Amazon, then this should be ok i guess. This way there should normally also not be any OOF problem!?