New email having same subject opens the older ticket

abeermuh

Hi Support,

We are facing an issue while creating ticket from email - we have been fetching emails to OSTicket to create tickets against every email, where if any user sends email with Subject (for example) "ABC" then Helpdesk agent works on the issue and closed the ticket. After some time, when any new email comes with having the same email subject "ABC" it reopens the older (closed ) ticket and adds all the recipients of new and old emails in it. So where 2 separate tickets should have created it merges all the details of different emails in same ticket including recipients as collaborator. This is kind of critical for us as the information in the email body does not relevant for every one. Can you please assist how we can restrict to do this?

Thanks.

KevinTheJedi

abeermuh

You will need to look at that email's headers to see if it is In-Reply-To or References any other email in that Ticket thread. If so, that's the reason. We mainly match on the In-Reply-To and References headers. If that doesn't match we attempt to decode the Message-ID and try to pull info from that. Lastly, if that fails we try to see if there is a Ticket Number in the subject (eg. #12345). If none of those match then it will open a new Ticket.

With this being said, we do not use the full subject; we only try to extract a Ticket Number as a last resort. So if the subject is simply "ABC" then this is not the cause of the issue; rather it's most likely the email headers.

Cheers.

abeermuh

it has been assured the emails are different - means starting a new email thread other than the older one. So yes, not replying on same/old email thread. and no ticket number in the subject.

I did not get this "You will need to look at that email's headers to see if it is In-Reply-To or References any other email in that Ticket thread". Is my above comment answers this?

KevinTheJedi

abeermuh

No, you need to look at the email's raw headers and see if there are In-Reply-To and References headers. If so, that's why it's threading through existing Ticket as it matches one or more of the messages in that Ticket thread.

Cheers.

237300012640

Bah moi je suis totalement à côté de la plaque, je ne comprend pas de quoi s`agit-il? Je sais que mon but était savoir Comment obtenir mes bonus. La je me confronte à un série os ticket, franchement je ne comprend rien du tout.... Il faut être encore bien claire