Thanks. On previous versions of OSTicket though, bcc'd emails would still be filtered properly into the correct departments. Is there any way we could retain this functionality?
Thank you! :]
Thanks. On previous versions of OSTicket though, bcc'd emails would still be filtered properly into the correct departments. Is there any way we could retain this functionality?
Thank you! :]
Hello and good day!
Would just like to ask if there would be any current change lined up or any workaround for this?
Thank you!!
TLDR of Issue:
Messages that arrive to a mailbox via a bcc or an alias are no longer sorted into the proper topic/team/department and go to the 'default' topic.
Impact:
Emails that are bunched in the default topic that arrive via bcc can no longer be sorted if the organization has multiple email addresses using OSTicket, or must be manually re-sorted if the email arrives via an alias. This also means that groups that use OSTicket must be granted access to the 'default' topic in order to scan and filter email that could potentially be theirs.
Will look into this. Many thanks!
Hi, just to update:
We updated to 1.17.2 yesterday and made the changes as suggested in the patch.
We can confirm that aliases are now working for the emails received in the mailboxes.
Unfortunately, BCC'd emails are still entering the default topic. Would it be possible to look into this?
Thank you very much!
I'm curious how you would sort a BCCed email... since BCC isn't an email header.
The email will be in the Delivered-To: field though.
Hi, Sorry, missed this reply.
We'd usually sort them based on the email address these were delivered to.
Prior to 1.17 (we were running 1.14/1.15 and tested 1.16), these would just show up in the proper topic based on the email address these were delivered to. This is the default behavior and we were able to run with this very well.
Since 1.17 though, yes you are correct -we are no longer able to sort through BCC'd emails and these must be done manually and compared to their individual Office365 mailbox since they are all dumped into our 'default topic'.
These kinds of emails are getting more frequent, for example customers announcing to all their related entities about some new policy changes but do not want to show the names/email addresses of all these entities - hence these are done via BCC.
We could provide some logs or examples if necessary. Thank you!
You need to upgrade to v1.17.2 and apply these:
Cheers.
Thanks! We applied 6400 the last time as you suggested, but will try 6399 and 6381 and revert back. We are already currently on 1.17.2 as well. Thanks!
Hi, just to report back - we applied the three pull numbers on our current 1.17.2 and the BCCs are still not currently being delivered to the proper help topics. Is there anything else we could try?
Thanks!