System added Agent as user automatically

Rakesh-Rawat

We have osticket 1.15 version and faced issue related to Agent is being added as collaborator while Agent is sending an email from outlook. Ideally system should have recognized the Agent email address and should have added email in the thread as Agent email not User email. Please help/suggest to fix this.

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)

Agents are not added as Collaborators. In fact Agents can't be Collaborators.

Users on the other hand can be Collaborators.

Rakesh-Rawat

Thanks for your prompt response.
Firstly, please find the below screenshot for our OSTicket tool version information.

Now coming to the issue, please find the below screenshot where an agent is added as collaborator.

Let me try to explain the scenario, This agent 'Devashish Shrivastava' has sent an email reply on the ongoing thread from outlook then in the OSTicket it added this agent as "collaborator".

Please let me know if you need any further information to resolve this. Additionally, is there a way to restrict system to create users form any particular domain like '@xyz.com' .

KevinTheJedi

@Rakesh-Rawat

This is expected. osTicket does not know about the Agent in regards to the Ticket. Agents are supposed to login to the helpdesk and reply to all tickets. If an Agent replies via his own mailbox osTicket does not know about his email address and thusly adds them as a Collaborator.

TLDR;
This is expected behavior.

Cheers.

Rakesh-Rawat

KevinTheJedi
Is there a way to restrict the domain like '@xyz.com' so that it does create any user from the agent's email response.

ntozier

Add the email / domain to the banlist?