Multiple Email Address in TO Header

rsclmumbai

osTicket (v1.17.4)

I have 2 installations of OSTicket; one each for sales@mycompany.com & support@mycompany.com.

If there is an active conversation happening on sales@mycompany.com with a client and if the clients adds support@mycompany.com in the TO header when replying, it does not create a new ticket in the other OSTicket.

Is there anyway to fix this?

TIA,

KevinTheJedi

rsclmumbai

You’d need to setup the other email for fetching or piping in your other installation.

Cheers.

rsclmumbai

KevinTheJedi Yes, that is already setup.

OSTicket installation 1 is fetching sales@mydomain.com
OSTicket installation 2 is fetching support@mydomain.com

Email is received in the other mailbox. OST downloads the ticket but a ticket is not created.

Thanks

KevinTheJedi

rsclmumbai

Did you check the System Logs for any Mail Fetcher errors or anything related? Can you post the example email's headers? You should always censor any sensitive info before posting; keep things where we can still differentiate addresses, etc. though.

Cheers.