Subject line length restriction?

acallihoo

Hi,
I was wondering if there was a max character length that osticket looks for in the subject line of an email to determine if it is unique or not.

The reason I'm asking is that we have a situation where clients submitting subject lines of over 70 characters where 95% of the subject is the same (eg projectname-projectcode-regioncode-regionname-123456 and projectname-projectcode-regioncode-regionname-678901), and they're being added as new replies to a previous ticket.

As annoying as it is, these are on the same project, but are unique items that need to be in their own ticket. I've gone through the settings but I can't see a way to force it to read to 150 characters or something to make sure things are different for the entire subject line.

thanks.

KevinTheJedi

acallihoo

We don’t use the entire subject for matching. Only if there is a ticket number in it and we only use this as a last resort. I would bet that your users are replying to an existing reply/alert from said ticket and that’s why it’s matching. We use the Message-Id, References, and In-Reply-To headers for matching first then we try to lookup by ticket number in subject as last resort.

You can see the flow of it here:

https://github.com/osTicket/osTicket/blob/develop/include/class.thread.php#L1404

Cheers.

acallihoo

Thanks Kevin. I was wondering about that possibility, but the users were denying this is what was happening.

Thanks, your prompt reply is appreciated!

KevinTheJedi

acallihoo

You can view the email headers of one of their messages that you think should’ve opened a new ticket by clicking the arrow on the thread entry and clicking View Email Headers. You can then check the above options and if it has References and/or In-Reply-To headers with values then they definitely replied to an existing mail. A brand new email should not have these headers or if they do they will be blank.

Cheers.