Tickets via BCC mails

pbe

Hello,

We have several departments, each with its own mail accounts:

Sun department - e-mail sun.company@domain.de (standard department)
Moon department - e-mail moon.company@domain.de
Stars department - e-mail stars.company@domain.de

osTicket is set up so that the ticket is automatically assigned to the correct department after it is retrieved from the mailbox. So if you write to sun.company@domain.de, it will be a ticket in the Sun department. A ticket to moon.company@domain.de will be a ticket in the Moon department, etc.

However, if the customer now has several recipients and the ticket system uses BCC, the ticket is always created in the standard Sun department, even if it was sent to the Moon department.

Does the system only recognize and assign tickets according to what it finds in the email header? Since nothing is recognizable there (because BCC), does it use the default department? However, I would have expected that if I had set the departments and e-mail addresses to select department XYZ after retrieval from the e-mail address, that osTicket would also recognize and not just use the e-mail header.

Is this a mistake, because I never noticed it before...or?

It would be great if the system recognizes from which mailbox the e-mail is retrieved and then creates and assigns the ticket correctly.

KevinTheJedi

pbe

What version are you using?

Cheers.

KevinTheJedi

ItsMePasse pbe

Can you please show me example headers?

Cheers.

ItsMePasse

KevinTheJedi hi!

We are using 1.18.2

pbe

(I have deleted and rewritten the post, as I have made various edits during the day - but now it should fit :-) )

@KevinTheJedi

Here are the header details from the ticket mail.

It was again created in the standard department (sun.company@domain.de). In the data I can see that there is a "for"-section within the received tag, where the correct address (moon.company@domain.de) that the sender entered in the BCC field is available. So the information does arrive and you can recognize to which of the various ticket e-mail accounts the e-mail was sent despite BCC, but it seems not handled by osTicket. As far as I can see from the code, it only tries to search for To, CC and delivered-to and thus recognize a BCC recipient, but not all mail processors provide this in the header data. And since no e-mail address from the osTicket system is recognizable in the "To" field, the default address/department is used.

I have seen in the osTicket code, if I am correct, but I have too little knowledge of the fact that the system also searches for a “BCC” field in addition to the “To” field when retrieving emails from the account - but this does not exist in the header data, which is probably why the wrong information is used in the “To” field. I think so!

However, the necessary information with the correct address is only provided in the received-tag in the "for"-section. This contains the email to which it was originally sent and was entered in the BCC field. In my opinion, this field should be taken, because it seems to be the only correct one where the information is written if the e-mail address was only written to BCC.

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