reply ticket subject email

markracing

I basically have this problem, with an external customer, with a ticketing system, I basically have this problem, with an external client, with a ticketing system managed by them.

When we open a ticket for this customer, he automatically sends us an opening confirmation email, for example:

Sid Retail Notifica Creazione Nuovo Ticket [T145996C]

then we receive other different statuses, with the object always different, so by doing this on our side various tickets are opened

[T145996C]
SID RETAIL - CHIUSURA TICKET T145996C - chiusure pos [T145996C]

do you think there could be a solution to this, through some rule?

KevinTheJedi

markracing

What exactly are you asking? Are you wanting to reject those tickets? Are you looking to thread them in the same ticket?

Cheers.

markracing

I would like to have them in the same ticket

KevinTheJedi

markracing

Then the other system needs to include the In-Reply-To and References headers appropriately. Without them the system doesn’t know where to put them and assumes they are new tickets. Or you could have them edit their emails to include the osTicket Ticket Number in the Subject like [#1234]. Here is the REGEX we use to match Ticket Numbers in subjects:

https://github.com/osTicket/osTicket/blob/develop/include/class.thread.php#L1512

Cheers.

markracing

is it enough for the sender to not change the subject of the email and always reply to it?

KevinTheJedi

markracing

If the subject includes the Ticket Number in the format as the REGEX expects then yes.

Cheers.