Recently we created, in our osTicket system, a different department with a different email. (2 major department for two different email).
An user sent us a message directed to the first email address;
We answered by telling the user to wrote to the second email address, which is associated to the other Department we can access (the user is not aware that the second email address is still checked by us through a different Department); Then, the user wrote to the second address, but the message, instead of opening a new ticket in the second Department, still appears in the original thread belonging to the ticket in the first Department. We had a log in the thread saying "SYSTEM attributed it to Second department" (the email recipients is the right one, but the deparment assigned to the ticket remained the same). What happened? Why wasn't a new ticket opened in the second Department?
Hope someone can help us.
