Hi, I'm using osTicket v1.18 and I'm having an issue with the SYSTEM changing the department when mails arrive.
I have an email with a default dept that i'll call lvl1.
Whenever an email arrives, it automatically opens a ticket in the lvl1 department where the lvl1 operator works.
Now when i open a ticket from osTicket in another department, that i will call lvl2, sending an email to a customer, the first time he answers the email, the system will change the department back to lvl1 where the mail doesn't belong.
I have to deal with both departments with the same email. It seems that when I open a ticket from another department, osTicket changes to the default department as if it is a new email.
Does anyone know how to solve this problem?