How does email ticket threading work?

qyak

Just a question about a feature of this awesome system:

What are the ways that OSTicket adds messages to a ticket thread from email? I've played around with it, but it seems like if the ticket number is in the Subject line of the email, it'll post the message to the ticket thread with that number, (which I think is awesome!). Is that the only way?

Thanks in advance!

KevinTheJedi

qyak

We work the same way as any typical mail client. We first check the References and In-Reply-To headers for any relevant Message IDs matching any existing thread entries. If a matching Message ID found we thread through that Ticket. If none found we move on to the Message ID itself to see if we can parse it (ie. if our system sent it out). Lastly, we check the Subject line for any Ticket Numbers in the format of #number. If a number is found we attempt to look it up and if available we thread through that Ticket.

Cheers.