Ticket Reopening

kizu

Hy,

I have installed the Osticket Ticket System on a Webspace and that seems to be a very good and powerfull ticket system. Thank you for that. But one problem I have seen:

When a ticket is already closed and a User is replying a Mail to this ticket number, the Mail will be rendered and inserted to this ticket but no notification will be send and the ticket remain in closed state.

How I can change this? - In my opinion the following cases would be ok:

the ticket will be reopened
a new ticket will be created

Best Regards, Daniel

KevinTheJedi

kizu

Likely one of the mail headers causing it to be seen as an auto-reply or something which prevents the alert from going out and prevents the Ticket from reopening. Post the full raw headers here (censor any sensitive information beforehand) and I can check real quick.

Cheers.

kizu

Hy,

To make sure to post the correct headers, I have tested it again many times. But now the problem seems to be solved. Thank you for the fast answer. If the problem occours again, I will post the Mail headers.
Sorry, If I have wasted your time.

Best Regards, Daniel