New Message Alerts on Re-Opened Tickets

jheise

I've seen some chatter on this but just for the sake of clarity I will ask...

Osticket can use the header "message-id" to match emails with existing tickets.

We see the behavior that when a ticket is closed and then someone replies to the original email thread (not the ticket thread) the ticket is re-opened but nobody receives an email notification. This may not even be unique to re-opened tickets, this may be just a function of new emails matched to to the ticket via message ID not generating message alerts but I have not dug in that deep.

Is there anyway to make this alert the agent that there's a new message?

KevinTheJedi

jheise

Are you forwarding the mail from other accounts or is the mail sent directly to the address you fetch from? If the latter, post an example mail’s headers so we can see as it could be one of the specific headers that prevents it.

Cheers.

jheise

I think you gave me exactly the hint I needed, this one was forwarded. I'll fix that scenario and if I get stuck again I will check the code before I bother ya'll.

KevinTheJedi

jheise

If mail is always forwarded to the fetching address from a particular address then you can try adding said address as a system email. Don't configure fetching/sending for it just add it as a system email so that the system recognizes it as such and will enable the use of alerts/auto-responses when mail is sent to that address and forwarded. The problem is in these scenarios is the system receives an email that none of the "to"/"delievered-to"/etc. addresses relate to anything in the system so we "passively" (silently) thread and listen to the conversation.

Cheers.