Hi, In my company we are using version 1.10, and I'm trying to figure if it would be a good thing to upgrade to a newer version since I'm looking for a specific feature.

We are opening ticket only via email. We have a bunch of monitoring, and when something is not working properly, the monitoring system send an email to open an osTicket. It happen regularly that the same email, from the same sender with the same subject (so the same alert), will be sent in a short time. It will generate a lot of duplicate ticket. I know it's possible for an agent to merge or link ticket, but is there any feature so when a ticket is already open, and we receive an email from the same owner, with the same subject, the new ticket will be merged automatically with the one already open? If no ticket is open with the same subject and same owner, then it will create a new ticket.

Does that feature exist?

    JoeRoe

    Not at this time. Merging is a manual process. The only way is to include the appropriate References headers in the incoming mail so it matches existing threads. Otherwise you would need to customize the code.

    Also, I would highly recommend upgrading osTicket asap as you are vulnerable to a whole slew of serious security vulnerabilities.

    Cheers.

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