Hi
osTicket v1.17
PHP 8.0.21
We have recently upgraded to v1.17 but have found that some tickets are not being updated via incoming emails even when they include our ticket reference in the format that I beleived that they should be, i.e. [#nnnnnnn]
Our ticket no's are running around the range 0064400+ at the moment. We have been testing with a ticket 0064498 and have been sending new clean emails to osTicket that include the ticket no. in the subject line in the format [#0064498] but each time we send the email a new ticket is created.
i.e. FW: [Success] DC-DEMOS-SQL (1 VMs) [#0064498]
However, if we send another clean new email exactly as the other email but with a reference for a different ticket, i.e. [#0064533] this emails updates that ticket successfully !
i.e. FW: [Success] DC-DEMOS-SQL (1 VMs) [#0064533]
Why does a new email update one ticket succesfully but with another ref it creates a new ticket each time ?
Is there something about the way the original ticket was created that csn then effect the methods you are able to update it ? Or where the ticket ref occurs in the subject ?
These are not replies to any other emails associated with the ticket so will not involve anything in the email header itself.
We would like to be able to create 1 ticket for a known event and then update that automatically when that event occurs by including the original ref in the subject line but currently are not confident that this is going work continually.
Any suggestions appreciated. Thanks
