I did edit the email addresses in the headers to something rubbish as to not publish our email addresses here in the forum. I think I mentioned that when I posted the headers.
In the daily operation, since we cannot fetch emails from our Office 365 email account to which our customers are replying, we have configured a redirect from that O365 account redirecting the emails to a gmail address. osTicket is fetching the emails from that gmail address with IMAP using an app password for authentication. This has worked for two years using the old osTicket 1.09. Since we updated to 1.18 it is still working but we're having these alert issues now.
During the testing, I tried replying back to our support email address on O365 as well as replying directly to the gmail address. In both cases. the replies sent from a live.nl email address. The ones sent using Outlook land in the ticket but do not cause an alert, the ones sent from Bluemail app from the same email address land in osTicket and do cause an alert.
Do you believe the issue is that the fetching happens from a different email address than the address on which the emails are actually received from the customers? Is ost1.18 behaving differently from ost1.09?
I'm also wondering: We have configured the email accounts as follows. In the account settings page, we entered the original email address which is the outgoing email address for our responses and the address to which customers reply. Basically our one and only support email address that the world knows about. However in the Remote Mailbox tab for that address we configured the Gmail box settings from where the replies are being fetched. We had it like this for the past two years and it always worked. Could it be that osT1.18 has a problem with that? Maybe I should split this and make two email account entries, one for the "outgoing" (O365 email address) and one for the "incoming" (Gmail).
Thansk for your advise! Cheers, Hans
