2 tickets got appended into 1 tickets despite being sent as separate emails. First one sent was flagged overdue, another got appended to it. How and why this happened and if I can separate these two tickets in any way?

  • KevinTheJedi replied to this.

  • Nav27

    The user simply replied to an existing email rather than generating a new email. This is how email works and is why those headers exist. I will say that if you set a Ticket to status that doesn’t allow reopen (like the default Resolved status) it will permanently close the Ticket and any new message will open a new Ticket.

    Cheers.

      Nav27

      My guess would be that the second email contained either a References and/or In-Reply-To header referencing the original email.

      Cheers.

        I checked it thoroughly, however, could not find any thing like that, though same person created 2nd ticket and the reply on the 1st ticket was done at the same date and time. Anywhere, I should specifically check?

        Thanks.

          Nav27

          The email headers. Post them here but censor any sensitive info beforehand.

          Cheers.

            5 days later

            Original email:
            Date: Thu, 19 Sep 2024 16:06:17 +0000
            Message-ID: YT3PR01MB481981C20C06140B9F44F0D9A9632@YT3PR01MB4819.CANPRD01.PROD.OUTLOOK.COM

            Threaded email:
            Date: Fri, 27 Sep 2024 18:03:22 +0000
            Message-ID: YT3PR01MB481927AA5C0B38DD5917850AA96B2@YT3PR01MB4819.CANPRD01.PROD.OUTLOOK.COM
            References: YT3PR01MB481981C20C06140B9F44F0D9A9632@YT3PR01MB4819.CANPRD01.PROD.OUTLOOK.COM
            YT3PR01MB4819746554B9593C24C2F134A96F2@YT3PR01MB4819.CANPRD01.PROD.OUTLOOK.COM
            In-Reply-To: YT3PR01MB4819746554B9593C24C2F134A96F2@YT3PR01MB4819.CANPRD01.PROD.OUTLOOK.COM

            I understand: one of the references of threaded email and original email MessageID matched here. How and why this happened and how can that be avoided in future.

              Nav27

              The user simply replied to an existing email rather than generating a new email. This is how email works and is why those headers exist. I will say that if you set a Ticket to status that doesn’t allow reopen (like the default Resolved status) it will permanently close the Ticket and any new message will open a new Ticket.

              Cheers.

                But both are received as separate emails in Outlook.

                  I meant to ask, how this is possible if two tickets are unrelated and sent as different emails, aren't they supposed to be 2 different tickets?

                    Nav27

                    They are in fact related though.. your original email's Message-ID is YT3PR01MB481981C20C06140B9F44F0D9A9632@YT3PR01MB4819.CANPRD01.PROD.OUTLOOK.COM. Then if you take a look at the headers for the second email you'll see the first entry for the References header is YT3PR01MB481981C20C06140B9F44F0D9A9632@YT3PR01MB4819.CANPRD01.PROD.OUTLOOK.COM. This means the second email was in reference to the OG email; ergo they are related and will thread through.

                    Cheers.

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