Add replies to a ticket via email

rupert9

Hi,
the API is lacking adding replies to a ticket so I am considering adding replies to a ticket by sending emails which contain the ticket ID of the ticket. Some systems will detect the corresponding ticket, e.g. when the email subject line contains a string like "[#16444]" and append the email as a reply to the case.

Does osTickets support this?

Thanks!

KevinTheJedi

rupert9

Yes, we use headers then number in subject as last resort.

Cheers.

rupert9

I have a case with no 16444. I send a new email to our mailbox with the subject "[#16444] extra info" and osTickets creates a new ticket instead of adding as reply. What am I missing? Is the format documented?

KevinTheJedi

rupert9

We don’t have code docs so no, but you can see the start of the check here:

https://github.com/osTicket/osTicket/blob/develop/include/class.thread.php#L1502

Keep in mind that the person sending the email must be a user or collaborator of the referenced Ticket.

Cheers.

rupert9

KevinTheJedi Thank you. The collaborator check was failing in my case.