Email automatically meged to ticket but different subject

DanieleRdcom

Hello team,

I'm facing some issue with Osticekt, in this case I've received an email with subject "formazione nuovo collaboratore" from contact andrea.ravera@grfarma.com, this email has been converted correctly as a ticket but has been merged with other existing ticket from same contact user but different subject.

Below I leave the screenshot.

Existing ticket 416680 with subject "campagne sparite" from user andrea.ravera@grfarma.com

Email received from same user andrea.ravera@grfarma.com but different subject "formazione nuovo collaboratore".

Our Info system

Thanks a lot for your help
Best regards

Daniele Resuli

KevinTheJedi

DanieleRdcom

We match based on References headers. If you want to create a New Ticket then you must send a COMPLETELY new email. If it has References or In-Reply-To headers set and includes Message-IDs of previous tickets then of course it will thread.

Cheers.

DanieleRdcom

Hello Kevin, thanks for your prompt reply, Unfortunately, the e-mail we received and which was merged in an already existing ticket had a different message id

Existing ticket email message id: DB9PR06MB7257FEB94FC00FC881C53DA6F95A9@DB9PR06MB7257.eurprd06.prod.outlook.com

New email from same user address message id: DB9PR06MB7257045BB77EE5F9BB0578D3F9299@DB9PR06MB7257.eurprd06.prod.outlook.com

Thanks for your help
Regards

KevinTheJedi

DanieleRdcom

No I’m talking about References headers. If a “new” email comes in and includes an existing thread entry's Message ID then it will thread on that existing ticket.

Cheers.

DanieleRdcom

Ok, now i got it.

Thanks a lot
Kind regards
DR