New emails with a different subject still re-open old emails

lukepfi00

Good day,

So I am aware how the system searches for the message id withing the body, now this is problematic as we have a lot of users using mail templates especially when they email support. I need a way to stop it from searching for the message ID unless it is physically a reply to an email with the same subject it needs to create a new ticket.

I am not all that clued up with code and I know it is within the class.thread.php but that is as far as I get as I do not want to accidentally break our ticket system, can anyone help?

lukepfi00

Essentially it needs to search only for the ticket number, otherwise create a new ticket

KevinTheJedi

lukepfi00

You will need to customize the codebase to accomplish this. When modifying the codebase you are always on your own as you are deviating from core. You will proceed at your own risk. Good luck! The code is open source and available on GitHub. GitHub has a great code navigation feature and even a great search tool.

Cheers.