Ticket replies via emails not working

Fladen

Hello, I have the system set to have a folder (on 365, installed plugin and everything) that is fetched and is called "Monitoraggio", via manual cron every minute via CLI.

The thing is now users reply to tickets and the reply doesn't go into the ticket itself, because it lands in the inbox I guess, and not the into the "Monitoraggio" folder, which we're using for infrastructure monitoring with a bot that automatically sends emails and creates tickets.
Can we really not have both of them working at once or did I mess something up somewhere? SMTP works, all Microsoft stuff works, logging in via m365 works, logs in error log aren't helpful as there is nothing related to this.
Version is 1.18.2, with up-to-date Ubuntu.

Thanks in advance.

KevinTheJedi

Fladen

Sounds like you need a rule that moves needed mail to the configured fetch folder.

Cheers.

Fladen

I already do that, that's exactly the issue... Monitoring emails automatically go to "Monitoraggio" folder, but customers' replies do not, and don't get fetched :/
Should I just ditch having a specific folder then? I kind of just wanted to separate the monitoring emails from the regular replies.

For now I just put them together into the inbox, at least customers' replies aren't lost.

Thanks for the help in the meantime!

KevinTheJedi

Fladen

I meant that if you have configured a fetch folder it will only fetch mail from that one folder; nothing else. So if you have mail going to two different folders only one folder will be fetched. So, yes, you would need all mail that you want fetched in the same folder.

Cheers.