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?

    lugibellotoni

    A new message to an existing ticket shouldn’t change the department. It might refer to another department but the main department shouldn’t change. If it is then you either have customizations or maybe it’s a bug with v1.18 and you need to upgrade to v1.18.1.

    Cheers.

      Are you saying that the end up with two tickets?
      OR that the customers response updates the ticket like it should, but then changes the department?

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