Ticket chain does not preserve email chain.

stbigmar

I am running v1.17.5.

Let's say my OSTicket system email is myIT@myCompany.com. When a user emails myIT@myCompany.com, OSTicket creates a ticket for the email. Great.

When an agent uses OSTicket to submit a reply, myIT@myCompany.com sends their reply via email to the user and any collaborators. They receive an email from myIT@Company.com. Great.

However, each agent reply sent through OSTicket creates a new email chain for the user. So while everything is beautifully organized for the agent in OSTicket, the user ends up with a different email chain for each time the agent corresponded with them. Is this normal? Can this be configured otherwise? Is the best solution simply to include the history of the ticket chain in reply?

Advice appreciated. Thanks in advance.

KevinTheJedi

stbigmar

This is expected as we don't add the In-Reply-To header nor References headers for Agent replies. I don't know the historical reasoning behind this as it was before my time. With this being said we do have the Full Thread Variable %{ticket.thread.complete} available to the Response/Reply Template to include the full Ticket Thread (in ascending or descending order) in every Agent reply.

Other than that you can always customize the codebase and add the relevant headers on Agent reply.

Cheers.

stbigmar

Fair enough. Thanks for clarifying.