Hi
We are using latest v18 OSTicket version, upgraded from v9.
What we have noticed is, when a customer sends a mail for two different mail addresses configured in the system (let's say ticketXX@... and ticketYY@...), the system creates and assign the ticket to one of them, for example XX, and agents from XX department can manage it normally, while agents from YY department can also view it, but no action is allowed.

I believe this was not the way it was managed in previous version.

Is there any way to configure the system to create and assign the ticket just to one department only, and ignore the others?

Regards
Ricardo

  • KevinTheJedi replied to this.

  • rvarela

    I honestly don’t think you can prevent that if I’m being honest. I haven’t looked at that part of the code in a while but by quickly glancing at it just now I couldn’t find an instance where we skip it. Essentially, the system will create the Ticket under the Department associated with the system email in the To header or the first one if multiple emails in the To header; if none it will use the System Default Department. Then any subsequent system emails in the To and/or CC/BCC headers get Referred to the Ticket as they were included. Referrals are a way to loop in other Departments but not give them full on access; only limited access.

    Btw the linked documentation above doesn’t really mention the email part (maybe the video does) but it’ll explain what Referrals are and how they work.

    Cheers.

      rvarela

      I honestly don’t think you can prevent that if I’m being honest. I haven’t looked at that part of the code in a while but by quickly glancing at it just now I couldn’t find an instance where we skip it. Essentially, the system will create the Ticket under the Department associated with the system email in the To header or the first one if multiple emails in the To header; if none it will use the System Default Department. Then any subsequent system emails in the To and/or CC/BCC headers get Referred to the Ticket as they were included. Referrals are a way to loop in other Departments but not give them full on access; only limited access.

      Btw the linked documentation above doesn’t really mention the email part (maybe the video does) but it’ll explain what Referrals are and how they work.

      Cheers.

        Write a Reply...