Hi OSTicket Team and other forum members,
Would just like to ask if there's any documentation or workaround related to what we are encountering after an upgrade to OSTicket 1.17.x (tried this on 1.17 and 1.17.1 but will be upgrading to 1.17.2 on Monday)
Our issue is as follows:
Emails that arrive in the inbox that do not match the email address setup are now filtered into the default department, which is "Support", and uses the tickets for the "Support" department and is therefore not readable by the actual teams that need access to it. We therefore have emails being received by this otherwise inactive department from multiple email addresses and sometimes cannot tell where the emails originated from.
We encounter this specifically in several cases:
a. The email address used to send to us is an alias instead of the actual email configured in OSTicket
b. Related to a., is if the email arrives to us due to being sent to the group that our email is part of.
c. Our email address is in the BCC of the email
Formerly (OSTicket 1.14.x), all three cases would result in a ticket being created in the proper department where the email is assigned to. This is a straight OSTicket upgrade and we have not changed any settings aside from getting OAUTH2 to run.
Would like to ask if you would have any suggested fix or current workaround for the issue. If there is any additional info needed, we will be happy to provide.
Thank you so much! 🙂