Collaborator not being added to replies

dougdavis22

Having trouble with collaborator not being added to replies.

An email gets sent to a distribution list (email1@mycompany.com), that distribution list includes the mailbox that osTicket pulls from and a ticket is created.

In the past, when we replied to that ticket, the distribution list address that the ticket was sent to (email1@mycompany.com) was automatically added as a collaborator. At some point, and without any upgrade being done, this just stopped happening. Yes, we can manually add this addess as a collaborator every time, but this is annoying and not the behaviour we are used to, and it's causing some people to miss replies to tickets.

Any ideas why this would happen?

Thanks,
Doug.

osTicket Version v1.17.3 (ca95150)
Web Server Software Apache
MySQL Version 8.0.35
PHP Version 8.0.30

KevinTheJedi

dougdavis22

Is it added as a system email under Admin Panel > Emails > Emails? Is it a banned email on the system ban list? Is the user locked or anything? Do you have the Accept Email Collabs setting enabled?

Cheers.

dougdavis22

KevinTheJedi

Is it added as a system email under Admin Panel > Emails > Emails? No
Is it a banned email on the system ban list? No
Is the user locked or anything? No
Do you have the Accept Email Collabs setting enabled? Yes

dougdavis22

KevinTheJedi

Here's an example of the raw email headers:

MIME-Version: 1.0
Received: from AM0P190MB0625.EURP190.PROD.OUTLOOK.COM (2603:10a6:208:199::14)
by AM9P190MB1554.EURP190.PROD.OUTLOOK.COM with HTTPS; Wed, 13 Dec 2023
00:10:33 +0000
Received: from AS9PR06CA0575.eurprd06.prod.outlook.com (2603:10a6:20b:486::6)
by AM0P190MB0625.EURP190.PROD.OUTLOOK.COM (2603:10a6:208:199::14) with
Microsoft SMTP Server (version=TLS1_2,
cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.7091.26; Wed, 13 Dec
2023 00:10:28 +0000
Received: from VE1EUR01FT064.eop-EUR01.prod.protection.outlook.com
(2603:10a6:20b:486:cafe::5) by AS9PR06CA0575.outlook.office365.com
(2603:10a6:20b:486::6) with Microsoft SMTP Server (version=TLS1_2,
cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.7091.26 via Frontend
Transport; Wed, 13 Dec 2023 00:10:28 +0000
Authentication-Results: spf=temperror (sender IP is 46.235.224.141)
smtp.mailfrom=cccbr.org.uk; dkim=none (message not signed)
header.d=none;dmarc=temperror action=none
header.from=cccbr.org.uk;compauth=pass reason=702
Received-SPF: TempError (protection.outlook.com: error in processing during
lookup of cccbr.org.uk: DNS Timeout)
Received: from mx1.mythic-beasts.com (46.235.224.141) by
VE1EUR01FT064.mail.protection.outlook.com (10.152.3.34) with Microsoft SMTP
Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id
15.20.7091.21 via Frontend Transport; Wed, 13 Dec 2023 00:10:27 +0000
Received: by mailhub-cam-d.mythic-beasts.com with esmtpsa (TLS1.3) tls TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384
(Exim 4.94.2)
(envelope-from dove@cccbr.org.uk)
id 1rDCpW-00CiJb-PM; Wed, 13 Dec 2023 00:10:26 +0000
Received: from dove by bellboard.vs.mythic-beasts.com with local (Exim 4.92)
(envelope-from dove@cccbr.org.uk)
id 1rDCpT-00037l-GJ; Wed, 13 Dec 2023 00:10:23 +0000
To: "Dove Team" dove@cccbr.org.uk
Subject: Dove Web Contact: Salford, Sacred Trinity
From: "Dove Team pp Stephen Pocock" dove@cccbr.org.uk
Cc: "Stephen Pocock" stephenp5678@yahoo.co.uk
Reply-To: "Stephen Pocock" stephenp5678@yahoo.co.uk
Message-Id: E1rDCpT-00037l-GJ@bellboard.vs.mythic-beasts.com
Date: Wed, 13 Dec 2023 00:10:23 +0000
Return-Path: dove@cccbr.org.uk
X-MS-Exchange-Organization-ExpirationStartTime: 13 Dec 2023 00:10:27.5066
(UTC)
X-MS-Exchange-Organization-ExpirationStartTimeReason: OriginalSubmit
X-MS-Exchange-Organization-ExpirationInterval: 1:00:00:00.0000000
X-MS-Exchange-Organization-ExpirationIntervalReason: OriginalSubmit
X-MS-Exchange-Organization-Network-Message-Id:
04f17571-0530-4197-6a54-08dbfb6fe92d
X-EOPAttributedMessage: 0
X-EOPTenantAttributedMessage: c465b8aa-014e-46a5-bb43-97a35bbc784f:0
X-MS-Exchange-Organization-MessageDirectionality: Incoming
X-MS-PublicTrafficType: Email
X-MS-TrafficTypeDiagnostic:
VE1EUR01FT064:EE|AM0P190MB0625:EE|AM9P190MB1554:EE_
Content-Type: text/plain
X-MS-Exchange-Organization-AuthSource:
VE1EUR01FT064.eop-EUR01.prod.protection.outlook.com
X-MS-Exchange-Organization-AuthAs: Anonymous
X-MS-Office365-Filtering-Correlation-Id: 04f17571-0530-4197-6a54-08dbfb6fe92d
X-LD-Processed: c465b8aa-014e-46a5-bb43-97a35bbc784f,ExtAddr
X-MS-Exchange-Organization-SCL: 1
X-Microsoft-Antispam: BCL:0;
X-Forefront-Antispam-Report:
CIP:46.235.224.141;CTRY:GB;LANG:en;SCL:1;SRV:;IPV:NLI;SFV:NSPM;H:mx1.mythic-beasts.com;PTR:mx1.mythic-beasts.com;CAT:NONE;SFS🙁13230031)(230922051799003)(451199024)(107886003)(966005)(26005)(336012)(9686003)(7636003)(356005)(7596003)(558084003)(86362001)(9786002)(9746002)(5660300002)(6200100001)(63370400001)(63350400001)(8676002)(6862004)(4326008)(1096003)(2860700004)(450100002);DIR:INB;
X-Auto-Response-Suppress: DR, OOF, AutoReply
X-MS-Exchange-CrossTenant-OriginalArrivalTime: 13 Dec 2023 00:10:27.4753
(UTC)
X-MS-Exchange-CrossTenant-Network-Message-Id: 04f17571-0530-4197-6a54-08dbfb6fe92d
X-MS-Exchange-CrossTenant-Id: c465b8aa-014e-46a5-bb43-97a35bbc784f
X-MS-Exchange-CrossTenant-AuthSource: VE1EUR01FT064.eop-EUR01.prod.protection.outlook.com
X-MS-Exchange-CrossTenant-AuthAs: Anonymous
X-MS-Exchange-CrossTenant-FromEntityHeader: Internet
X-MS-Exchange-Transport-CrossTenantHeadersStamped: AM0P190MB0625
X-MS-Exchange-Transport-EndToEndLatency: 00:00:06.4629737
X-MS-Exchange-Processed-By-BccFoldering: 15.20.7091.020
X-Microsoft-Antispam-Mailbox-Delivery:
ucf:0;jmr:0;auth:0;dest:I;ENG🙁910001)(944506478)(944626604)(920097)(930097)(140003);
X-Microsoft-Antispam-Message-Info:
=?iso-8859-1?Q?+kXHDz9vOBOqt2P47Ht5JvsGh5ZAtVKD4yRiFSgx6cP9X5gxWzr0IbvDqN?=
=?iso-8859-1?Q?zJLXH4tYW8xr1YCJpWJYu2iCHARSCBfWH0YHPdfOUXOgF7Yodo+C5q4htB?=
=?iso-8859-1?Q?mFETaXnme0N9vEl+/9NYuMjAvAelkR/z8UTQXcmZlXK9qX3jGkzT6cRqwZ?=
=?iso-8859-1?Q?X8YTaeCqyIptUWgx4Tr2+q9zmiC8zPcbKz3Ny30CuZ2DPVe+auobFFBt0f?=
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=?iso-8859-1?Q?8tguqiH2eAraTKQmKSqZkR/tUbdtXDAh9Q8SV55evai+POrZqrtFiHhJo7?=
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KevinTheJedi

dougdavis22

Who is the Ticket User once the Ticket is created? Do you have a Filter using Use Reply-To action? It could be the system is using the reply-to and that’s also the CC in this case.

Cheers.

dougdavis22

KevinTheJedi

The ticket user is the person who sent in the email. We do have a filter as shown below:

KevinTheJedi

dougdavis22

Then that’s your issue. Disable that filter and you’ll see it’ll work as intended. Since the Reply-To in this case is the CC it skips them as they are the Ticket Owner.

Cheers.

dougdavis22

KevinTheJedi

I deleted the filter and unfortunately there is no change in behaviour. I sent a new email in, ticket generated, but the to: address is still not being added as a collaborator hence isn't in the Reply-to.

KevinTheJedi

dougdavis22

Oh I see what you mean now. If you use the Reply-To filter action it will ignore the From email and only use the Reply-To as the Ticket Owner.

If you don’t use any filters then it should use the From as the Ticket Owner and add the CC as a Collaborator as it should.

Cheers.