Since upgrading to 1.18.2 this past summer, we have just been alerted to the fact that closed tickets are NOT being reopened (via email). This has always worked previously, so we are surprised this is not working now for us. I went in and checked the setting to ensure that ticket were still set to re-open and they are.
I read in previous posts that email message headers could be the culprit. Happy to post the headers of the messages. I have included one message from the system to the user and a response back to the system (they are labelled as such).
Just as a note - we utilize Hostgator to host our ticket system (external to our institution)
Message to system:
From: Jeff Meadows <person@email.tld>
Content-Type: multipart/alternative;
boundary="Apple-Mail=_2F7FEC2B-D1CE-44DD-B628-2C3585B2AE5B"
Mime-Version: 1.0 (Mac OS X Mail 16.0 \(3826.700.81\))
Subject: Re: Moodle Support Ticket [#975311] This is just a test
X-Universally-Unique-Identifier: 3B4212F8-1266-4961-B2FE-F8FCA6C7EADE
Date: Mon, 8 Sep 2025 16:02:35 -0600
References: <e4f18d59f00547dc91ff5d04423f8519@YT2PPF3A2FF9D1D.CANPRD01.PROD.OUTLOOK.COM>
<BxDWJhu-WuwTw-AAAAANq9AQDUfwAATeOT3ByY-email@domain.tld>
To: Moodle Support <email@domain.tld>
In-Reply-To: <BxDWJhu-WuwTw-AAAAANq9AQDUfwAATeOT3ByY-email@domain.tld>
Message-Id: <096821AD-04BB-4200-A50B-3B8C785F81A8@domain.tld>
--Apple-Mail=_2F7FEC2B-D1CE-44DD-B628-2C3585B2AE5B
Content-Transfer-Encoding: quoted-printable
Content-Type: text/plain;
charset=utf-8
Ok, let=E2=80=99s see if this re-opens like it is supposed to (when =
marked resolved vs closed).
Response from system
Moodle Support <email@domain.tld>
Moodle Support Ticket [#975311] This is just a test
To: Jeff Meadows <person@email.tld>
X-Ms-Exchange-Transport-Endtoendlatency: 00:00:06.7670091
X-Forefront-Antispam-Report: CIP:35.89.44.35;CTRY:US;LANG:en;SCL:1;SRV:;IPV:NLI;SFV:NSPM;H:omta36.uswest2.a.cloudfilter.net;PTR:omta36.uswest2.a.cloudfilter.net;CAT:NONE;SFS:(13230040)(31092699021)(31052699007)(13003099007)(8096899003);DIR:INB;
X-Source-Dir:
X-Ms-Exchange-Crosstenant-Id: 8cd360c2-068b-4e36-8db5-27b35792f53f
X-Authority-Analysis: v=2.4 cv=CrO/cm4D c=1 sm=1 tr=0 ts=68bf48cf a=Nb4hCDBGLbWTm9RWcEfghw==:117 a=2j2i1dnHQ1lhj3q1j5P3oA==:17 a=yJojWOMRYYMA:10 a=5KLPUuaC_9wA:10 a=M51BFTxLslgA:10 a=sWKEhP36mHoA:10 a=uHJYF-HtSykr7tHsIToA:9 a=ViFwDhtkAAAA:8 a=ShjgwOODAAAA:8 a=GKTv-R5PMT-hKlbne30A:9 a=3ZKOabzyN94A:10 a=QEXdDO2ut3YA:10 a=Uw6BT5UBBxoA:10 a=0UbVu8hnJtwA:10 a=zStehRW6h-kIsqUKDvkA:9 a=-baMiqCcuUmtpW6C:21 a=THB2kKMRZt_zdQO2F1DD:22 a=hujVYmV9Z3xDcm4wkB26:22 a=7iDXkIwVQrWnCzPnBgqX:22 a=7Sf-5DOXr8fIcQZ_zYJC:22
X-Ms-Exchange-Organization-Expirationstarttimereason: OriginalSubmit
X-Source-Args:
X-Ms-Exchange-Organization-Authsource: YT2PEPF000001C9.CANPRD01.PROD.OUTLOOK.COM
X-Microsoft-Antispam-Message-Info: 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
X-Ms-Exchange-Crosstenant-Originalarrivaltime: 08 Sep 2025 21:21:20.0040 (UTC)
X-Ms-Exchange-Crosstenant-Network-Message-Id: 11449247-15d0-4f9a-61e4-08ddef1da7a9
X-Source-Sender: moodleanswers.com (gator3103.hostgator.com) [198.57.150.101]:54894
X-Ms-Exchange-Organization-Network-Message-Id: 11449247-15d0-4f9a-61e4-08ddef1da7a9
Authentication-Results: spf=fail (sender IP is 35.89.44.35) smtp.mailfrom=uleth.ca; dkim=none (message not signed) header.d=none;dmarc=fail action=none header.from=uleth.ca;compauth=pass reason=702
X-Source-Auth: email@domain.tld
X-Ms-Exchange-Processed-By-Bccfoldering: 15.20.9094.017
X-Ms-Office365-Filtering-Correlation-Id: 11449247-15d0-4f9a-61e4-08ddef1da7a9
Return-Path: teachingsupport@domain.tld
<30f38160f60544708db1f9084f4a44d0@YT2PPF3A2FF9D1D.CANPRD01.PROD.OUTLOOK.COM>
X-Source-Ip: 198.57.150.101
X-Ms-Exchange-Crosstenant-Authas: Anonymous
X-Source:
X-Antiabuse: This header was added to track abuse, please include it with any abuse report
X-Antiabuse: Primary Hostname - gator3103.hostgator.com
X-Antiabuse: Original Domain - uleth.ca
X-Antiabuse: Originator/Caller UID/GID - [47 12] / [47 12]
X-Antiabuse: Sender Address Domain - domain.tld
X-Ms-Traffictypediagnostic: YT2PEPF000001C9:EE_|YT2PPF0CF9E1633:EE_|YT2PR01MB5285:EE_
X-Ms-Exchange-Organization-Expirationstarttime: 08 Sep 2025 21:21:20.2463 (UTC)
X-Ms-Exchange-Organization-Expirationinterval: 1:00:00:00.0000000
X-Local-Domain: no
<30f38160f60544708db1f9084f4a44d0@YT2PPF3A2FF9D1D.CANPRD01.PROD.OUTLOOK.COM>
Received-Spf: Fail (protection.outlook.com: domain of uleth.ca does not designate 35.89.44.35 as permitted sender) receiver=protection.outlook.com; client-ip=35.89.44.35; helo=omta36.uswest2.a.cloudfilter.net;
Content-Type: multipart/alternative; boundary="=_f42fc8f2cdf194d80bab414c1cfe6a25"
X-Eoptenantattributedmessage: 8cd360c2-068b-4e36-8db5-27b35792f53f:0
X-Ms-Exchange-Transport-Crosstenantheadersstamped: YT2PPF0CF9E1633
X-Ms-Exchange-Organization-Authas: Anonymous
X-Bwhitelist: no
X-Cmae-Envelope: MS4xfP1IIQXSy6XtzJnccLw6F/QTE7X+4Htunm+kKWteRtS0pD/FypLun/GrMhAKt0WwipAEJNjZjz8rR82+/3SdRLRRkTxZp/Kqss4TGw859sslMiWdRhm+ e4DBECsOV7afi/0GqBYZDfkqqmDKMkx6lN1TLnGXBkSOYFgvo1OYsxT6AtKXamuidXNpAF8smwubTI3zbtYC0aRNtCAA23Iq6ak=
X-Exim-Id: 1uvjIc-000000048oc-0BmL
X-Email-Count: 2
X-Ms-Exchange-Atpmessageproperties: SA|SL
X-Source-L: No
X-Ms-Exchange-Crosstenant-Fromentityheader: Internet
X-Microsoft-Antispam: BCL:0;ARA:13230040|31092699021|31052699007|13003099007|8096899003;
X-Eopattributedmessage: 0
X-Ms-Exchange-Organization-Expirationintervalreason: OriginalSubmit
X-Mailer: osTicket Mailer
Received: from YT2PPF0CF9E1633.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:b08::40d) by YT2PR01MB5285.CANPRD01.PROD.OUTLOOK.COM with HTTPS; Mon, 8 Sep 2025 21:21:26 +0000
Received: from YT4PR01CA0269.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:b01:109::25) by YT2PPF0CF9E1633.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:b08::40d) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.9094.22; Mon, 8 Sep 2025 21:21:20 +0000
Received: from YT2PEPF000001C9.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:b01:109:cafe::44) by YT4PR01CA0269.outlook.office365.com (2603:10b6:b01:109::25) with Microsoft SMTP Server (version=TLS1_3, cipher=TLS_AES_256_GCM_SHA384) id 15.20.9094.22 via Frontend Transport; Mon, 8 Sep 2025 21:21:20 +0000
Received: from omta36.uswest2.a.cloudfilter.net (35.89.44.35) by YT2PEPF000001C9.mail.protection.outlook.com (10.167.241.21) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.9115.13 via Frontend Transport; Mon, 8 Sep 2025 21:21:20 +0000
Received: from eig-obgw-6002b.ext.cloudfilter.net ([10.0.30.203]) by cmsmtp with ESMTPS id veI0uiTiFjzfwvjIdu2nAK; Mon, 08 Sep 2025 21:21:19 +0000
Received: from gator3103.hostgator.com ([50.87.144.137]) by cmsmtp with ESMTPS id vjIcuOCelg4f0vjIcuDmeQ; Mon, 08 Sep 2025 21:21:19 +0000
Received: from moodleanswers.com ([198.57.150.101]:54894 helo=gator3103.hostgator.com) by gator3103.hostgator.com with esmtpsa (TLS1.2) tls TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256 (Exim 4.98.1) (envelope-from <teachingsupport@uleth.ca>) id 1uvjIc-000000048oc-0BmL for person@domain.tld; Mon, 08 Sep 2025 16:21:18 -0500
X-Ms-Exchange-Organization-Messagedirectionality: Incoming
X-Ms-Exchange-Organization-Scl: 1
<BxDWJhu-nTmsZ-AAAAANC9AQDUfwAATXpuQC3A-teachingsupport@domain.tld>
X-Source-Cap: Y3JkYztjcmRjO2dhdG9yMzEwMy5ob3N0Z2F0b3IuY29t
X-Ms-Publictraffictype: Email
X-Org: HG=hgshared;ORG=hostgator;
Mime-Version: 1.0
X-Ms-Exchange-Crosstenant-Authsource: YT2PEPF000001C9.CANPRD01.PROD.OUTLOOK.COM
X-Microsoft-Antispam-Mailbox-Delivery: ucf:0;jmr:0;auth:0;dest:I;ENG:(910005)(944506478)(944626604)(920097)(930097)(140003);