Hello osTicket Team,

we are experiencing an issue with conversation threading in Outlook when using osTicket (Version 1.18 Git).

Emails sent from osTicket are grouped correctly as a conversation in Outlook as long as all replies are made within the ticket system.
For example, when a response is added directly in osTicket, Outlook correctly groups it into the existing conversation.

However, the issue arises when replying to an osTicket email from the Outlook client:

The reply is correctly assigned to the existing ticket in osTicket.

osTicket then sends out a new notification about this update.

This new notification is not grouped into the existing conversation in Outlook.

Upon closer inspection, we noticed that in these cases, the "References" and "In-Reply-To" headers are missing in the outgoing email from osTicket.

Our Questions:
How can we ensure that osTicket consistently includes the "References" and "In-Reply-To" headers in all outgoing emails?

Is there a setting or modification required to make sure that Outlook keeps threading all ticket-related emails into the same conversation?

Since conversation grouping in Outlook relies heavily on these headers, we believe that osTicket should always include them—even when replying to an email that was originally sent from osTicket and answered via Outlook.

We would appreciate any guidance on how to resolve this issue.

Best regards,
Stephan

    Stephan_76

    Alerts will not have the needed headers for threading. It’s not really a message rather a notification. As you said actual replies thread as expected as they are actual messages. So you will need to modify the code to accomplish what you are looking for. When modifying the codebase you are always on your own as you are deviating from core. The code is open source and publicly available on GitHub. You will proceed at your own risk. Good luck!

    Cheers.

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