CC recipients are not being added as collaborators

KevinTheJedi

Can you explain what you mean that if the email I am sending from is an agent email, then it changes things.

Sure, to clarify I meant using your Agent email as a CC. That’s what would change things as we have specific settings for that.

Since you are taking about a user email it should be okay. I’ll have to test the scenario as it doesn’t really make sense why it wouldn’t work just reading your post. It’ll be a while before I can get to this so stay tuned.

Cheers.

ryangriggs

KevinTheJedi What's weird is that it was working fine, and I only changed my smtp server settings, then later it was not working. But SMTP is working fine, and OSTicket can send out all messages OK. I don't think it correlated with me changing these settings but that's the only thing I've changed.

KevinTheJedi

ryangriggs

Hmmm, I just ran a test and the User was added as a CC. I followed the exact scenario:

Personal email same as my Agent email.
Completely separate address sent an email to my Agent email.
Using my Agent email I typed out an email and added the helpdesk address as a CC.
The Ticket was created and the original sender (the To in this case) was added as a CC.

So I'm not sure what's going on in your case. Maybe replace the code with a new download and see if that helps?

Cheers.

ryangriggs

FYI this didn't make any difference. I upgrade to the latest 1.18.2 and it still does not set up the other users as collaborators. This one issue is preventing me from adopting the OSTicket system for my helpdesk. It was working fine at the beginning then it just stopped! So annoying!

KevinTheJedi

ryangriggs

That is quite the odd predicament. At this point you'd need to debug the codebase to see what's going on. Again, I tested your flow and it's just fine for me. To proceed we need further information, debug information, related errors, etc. otherwise we'll be endlessly guessing.

Cheers.

ryangriggs

I'm going to try a completely new installation and see if that fixes the problem. Will post with updates afterward.

mhunter

We are having this same issue, it appears to work when someone forwards or replies to an email, but a new email received does not add the CC as a collaborator, we have ours setup where users send an email to the IT email, it copies to the OSticket email, and the IT staff (yes we get double email but if something malfunctions we still get the email), I can confirm looking at the header it is indeed sent to "IT" and the other user is CC, but not added.

KevinTheJedi

mhunter

Look at the raw email headers of the mail within osTicket to see if you see the CC header.

Cheers.

mhunter

Looking at the recipients for the ticket, it shows the IT address and the other users address.

maybe it is has something to do with the "IT" email kind of making a loop, since it would respond back to IT, then it would technically receive it's own response?

KevinTheJedi

mhunter

Can you post the headers in question so I can see what you mean? Be sure to censor sensitive information (like emails, ips, host names, etc.) before posting.

Cheers.

mhunter

I don't think the IPs matter it's MS365, so they're public info anyway:

MIME-Version: 1.0
Received: from SA0PR02MB7179.namprd02.prod.outlook.com (2603:10b6:806:e6::20)
 by PH0PR02MB8455.namprd02.prod.outlook.com with HTTPS; Wed, 6 Aug 2025
 14:34:35 +0000
Received: from CH3PR02MB9115.namprd02.prod.outlook.com (2603:10b6:610:147::21)
 by SA0PR02MB7179.namprd02.prod.outlook.com (2603:10b6:806:e6::20) with
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 2025 14:34:32 +0000
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From: Submitting User <subuser@company.com>
To: DistributionList <DList@company.com>
CC: ColabUser <ColabUser@company.com>
Subject: RUSH: IDs & Badges
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The distribution list includes me and the other techs as well as the actual OSTicket email address, Exchange (online) copies all of the users in the list, but of course the original TO: is the distribution list

KevinTheJedi

mhunter

Ah, I see. I believe to rectify this you need the emails to contain an osTicket system email in the To header (preferably) or in the CC/BCC header. Right now since it only includes a distribution list that is not associated with the system it can’t determine how it was delivered so I think (if my memory serves me correctly) it drops the CC.

Cheers.

mhunter

This makes sense, in trying to work around this, is there a way to make OST ignore a specific address?

I am adding a transport rule to keep the current group in place, just add the OST email as a TO address, but of course that adds the original group address as a collaborator which I don't want, however; it does add the collaborators as expected so it would appear your memory serves you well.

I guess I could just make a rule to delete messages from the OST email coming back to the group?

KevinTheJedi

mhunter

Add the unwanted email to the system ban list (Admin Panel > Emails > Banlist).

Cheers.

mhunter

ok, so it wouldn't reject the entire ticket, just drop that address from the ticket?
I was thinking it would drop the whole thing, but really, that's the only way we have used the ban in the past.

I'll give it a go! Thanks!

KevinTheJedi

mhunter

As long as the banned address is not the sender then the email should be accepted.

Cheers.

mhunter

This is working, the only thing I have ran into is the original, now banned, group is still added as a collaborator, any way you can think of to remove that?

Is there a way I could just associate that group with the system so it would accept the CC'd collaborators?

mhunter

sorry, that was a dumb question, I just added it as an address with no checking or response etc. seems to be work exactly how it should.

Thank you so much for your super fast and helpful responses!