Ticket replies aren't always being sent to the original email thread

AcceleratedElectron

Hey all,

Recently I've run into an issue with my OSticket instance where email replies sent from the ticket page itself aren't always being sent to the original email thread that the ticket was generated from. There are instances where the replies are appropriately attached to the original email thread, but then there are other instances where a reply from OSticket starts a new email chain. Leaving off the original request and any communication between the agent and the end-user that happened previously in relation to that ticket.

I'm not sure if this is a bug or something wrong in the configuration anywhere. Hopeful someone can help sort this out!

KevinTheJedi

AcceleratedElectron

The In-Reply-To and References headers are handled here:

https://github.com/osTicket/osTicket/blob/develop/include/class.mailer.php#L363-L394

So it should be including the necessary headers for the email client to thread it.

Cheers.

AcceleratedElectron

KevinTheJedi
Is there anything I can check to ensure that's the case beyond the class.mailer.php file? Replies from OSTicket are creating new email threads frequently enough that it's been slightly problematic. I wasn't able to see anything in the admin portal that would help here.

KevinTheJedi

AcceleratedElectron

Check the headers of the email for said headers.

You do know we have a full thread email template variable that shows the full ticket thread on your reply, right?

Cheers.