Closed / Resolved Tickets not reopening on end user reply.

gicimitchell

Since upgrading from 1.16 to 1.17 Closed and Resolved tickets are no longer getting re-opened on my instance.
The messages are being appended to the ticket with no notification sent to the agent and ticket stays closed.

I have checked Manage -> Lists -> Ticket status and confirmed re-open is ticked, i've tried both System default options and Open. Neither is working.

Running on a plesk server (apache with nginx proxy), PHP 8.1, no errors showing in logs.
Has anyone else run into this issue after the update? Any suggestions?

KevinTheJedi

gicimitchell

Look at the headers of the emails coming in and see if they have an auto-reply tag in the headers. If this is the case then it will not reopen the ticket. Reason being is we don't want to reopen a ticket on an auto-reply. Let's say you close a ticket and a user has an auto-reply of "I'm out of office" then you don't want that to reopen the ticket.

Cheers.

gicimitchell

Thanks that was pretty much the issue, our support mailbox forwarding to the ticket's mailbox used for inbound messages. The 'Auto-Submitted' header is added when a message is 'redirected' from the exchange mailbox inbox rule (can't use transport rule as inbox sorting needs to filter first). I found the header is included in the array of the class.filter.php file.
I already filter emails with those auto-reply headers at our exchange server so understand the need for this, but this seems like an unexpected overlap of that header usage though, I'm not sure everyone will want to have forwarded emails blocked.

danieltm

gicimitchell +1