cc reply but instead create a new ticket

hendra

A user has sent an email to the helpdesk with several cc's added.

However, when the cc's replied to the email (reply to all), it became a new ticket.

The first ticket with message ID
TYUPR04MB67239DB1FDE0A8784AACBEA9F6EAA@TYUPR04MB6723.apcprd04.prod.outlook.com

Then a new ticket is generated with the following details
Message-ID:KL1PR0401MB44335B85D3EF33099EBEE802E0EAA@KL1PR0401MB4433.apcprd04.prod.outlook.com

References: TYUPR04MB67239DB1FDE0A8784AACBEA9F6EAA@TYUPR04MB6723.apcprd04.prod.outlook.com

In-Reply-To:
TYUPR04MB67239DB1FDE0A8784AACBEA9F6EAA@TYUPR04MB6723.apcprd04.prod.outlook.com

How can I solve this problem? Can anyone help me?

Thank you.

KevinTheJedi

hendra

Post the raw headers.

Cheers.

hendra

First Ticket:

MIME-Version: 1.0
Received: from KUZPR04MB8861.apcprd04.prod.outlook.com (2603:1096:d10:27::10)
 by TYSPR04MB7616.apcprd04.prod.outlook.com with HTTPS; Mon, 13 Oct 2025
 07:49:39 +0000
Received: from TYUPR04MB6723.apcprd04.prod.outlook.com (2603:1096:400:352::15)
 by KUZPR04MB8861.apcprd04.prod.outlook.com (2603:1096:d10:27::10) with
 Microsoft SMTP Server (version=TLS1_2,
 cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.9203.10; Mon, 13 Oct
 2025 07:49:35 +0000
Received: from TYUPR04MB6723.apcprd04.prod.outlook.com
 ([fe80::a4cb:c433:fc49:23d9]) by TYUPR04MB6723.apcprd04.prod.outlook.com
 ([fe80::a4cb:c433:fc49:23d9%5]) with mapi id 15.20.9203.009; Mon, 13 Oct 2025
 07:49:34 +0000
From: Reka Pramudita - ATIC <reka.pramudita@anabatic.com>
To: Internal Computing Anabatic User <internal.computingFW@anabatic.com>
CC: "Muh. Arsyi Azimin - ATIC" <arsyi.azimin@anabatic.com>
Subject: 3 test case double
Thread-Topic: 3 test case double
Thread-Index: AQHcPBXF/xU4GhZytUGzS29VKiIFqw==
Date: Mon, 13 Oct 2025 14:49:34 +0700
Message-ID:
	<TYUPR04MB67239DB1FDE0A8784AACBEA9F6EAA@TYUPR04MB6723.apcprd04.prod.outlook.com>
Accept-Language: en-US
Content-Language: en-US
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-MS-Exchange-Organization-AuthSource: TYUPR04MB6723.apcprd04.prod.outlook.com
X-MS-Has-Attach:
X-MS-Exchange-Organization-Network-Message-Id:
	8eadbfab-57d3-4c1c-a83f-08de0a2d0d7e
X-MS-Exchange-Organization-SCL: 1
X-MS-TNEF-Correlator:
X-MS-Exchange-Organization-RecordReviewCfmType: 0
msip_labels:
x-ms-publictraffictype: Email
authentication-results: dkim=none (message not signed)
 header.d=none;dmarc=none action=none header.from=anabatic.com;
x-ms-office365-filtering-correlation-id: 8eadbfab-57d3-4c1c-a83f-08de0a2d0d7e
x-ms-traffictypediagnostic:
	TYUPR04MB6723:EE_|KUZPR04MB8861:EE_|TYSPR04MB7616:EE_
x-forefront-antispam-report:
	CIP:255.255.255.255;CTRY:;LANG:en;SCL:1;SRV:;IPV:NLI;SFV:NSPM;H:TYUPR04MB6723.apcprd04.prod.outlook.com;PTR:;CAT:NONE;SFS:(13230040)(366016)(8096899003)(41050700001);DIR:INT;
x-microsoft-antispam: BCL:0;ARA:13230040|366016|8096899003|41050700001;
x-ms-exchange-crosstenant-originalarrivaltime: 13 Oct 2025 07:49:34.9344 (UTC)
x-ms-exchange-crosstenant-fromentityheader: Hosted
x-ms-exchange-crosstenant-id: 3f211c43-1457-4f30-be54-e3bfea02c837
x-ms-exchange-crosstenant-network-message-id:
	8eadbfab-57d3-4c1c-a83f-08de0a2d0d7e
x-ms-exchange-crosstenant-mailboxtype: HOSTED
x-ms-exchange-crosstenant-userprincipalname:
	W0yk1dl8zOzvAabbJiorPZI66YNkPy/XXzqVsFENI+dtHKWAMFf47U9RHT9zmZJdPo1rh7CFJpkN6IHy5k+gYRKy3n8rYJaUTk6ueEXzDoU=
x-ms-exchange-transport-crosstenantheadersstamped: KUZPR04MB8861
x-ms-exchange-transport-endtoendlatency: 00:00:04.3543628
x-ms-exchange-processed-by-bccfoldering: 15.20.9203.007
x-ms-exchange-crosstenant-authas: Internal
x-ms-exchange-crosstenant-authsource: TYUPR04MB6723.apcprd04.prod.outlook.com
X-Microsoft-Antispam-Mailbox-Delivery:
	ucf:0;jmr:0;auth:0;dest:I;ENG:(910005)(944506478)(944626604)(920097)(425001)(930097)(140003);
X-Microsoft-Antispam-Message-Info:
	iSAeNEdQ71sgKConhV0XWLZpe/bCKEOlKcwuduJceEyObLUXyohreUM70b7ZARgezTYKELrtApUgSVJLPvej/gS+R88HgCFEYRcka1E5nAnunCX6XeGnqm6DS2uk1B5755fCaPxVCUq1G0Z77af96Wbrly+oFzF/r8SUQSE7agcMJ12UfTRR4Df+B/RIrfz5d9XOT51GZ6n3AWbHqQVvm4xl/OQswx0ChtdlKHMUQP294+ezOBhBTP5CnI5x0TG/GnhPLjDfNGF8/onLxhdjxSaKPHRYZmZXpneT/XZ4OtGsLlYV1T1DMSEy03/h01CzyujWZrtLCGZ7DcCeEeahs+DCnbx3b6TVimiFz3IUwObShyDcttudL8rsZ2QACoK4jyAdIhIoJYoC4LVb44y9cjkNoVUdcXXfS5cb2VF3alYjndd7vUotylxipMlB30rmxks9OJ9IFRJyEgU/47NdeK/oQjWakeTBmk49LsleIQ19L4hlWx7snuwfXpFf/hejPo06BQx9mtqvrZdnnL8hGS/lXdYXy8r4GY3XA7cbtmvaxQUKl47rkiKfHBNYLbUKCO7el2VT4socBBYiijBXyxtEivZEIhhhKdd0sYlol0GFx7Ufb9a/flNXBSAAPx78j88ImsuMcwr3WfG5TJAHcqVbJ0LDTPgh3qhioq4Dp+UPQeRIqhH7oI63pm9viELO6KrBRCHwAluubHPa2B4yLX+3XEOimzjPT1kcPTBZl+ULd/8Uv1tEuiWRSJEgF+ZCDMLRSvd9gHvRukleKifG0OtgkVG9W2FOdwBPJWKKJuc=
Content-Type: text/html; charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

and another ticket:

MIME-Version: 1.0
Received: from TYZPR04MB7742.apcprd04.prod.outlook.com (2603:1096:405:76::6)
 by TYSPR04MB7616.apcprd04.prod.outlook.com with HTTPS; Mon, 13 Oct 2025
 07:49:49 +0000
Received: from KL1PR0401MB4433.apcprd04.prod.outlook.com
 (2603:1096:820:29::14) by TYZPR04MB7742.apcprd04.prod.outlook.com
 (2603:1096:405:76::6) with Microsoft SMTP Server (version=TLS1_2,
 cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.9203.12; Mon, 13 Oct
 2025 07:49:48 +0000
Received: from KL1PR0401MB4433.apcprd04.prod.outlook.com
 ([fe80::8af0:e9ec:e8ce:ede7]) by KL1PR0401MB4433.apcprd04.prod.outlook.com
 ([fe80::8af0:e9ec:e8ce:ede7%4]) with mapi id 15.20.9203.009; Mon, 13 Oct 2025
 07:49:48 +0000
From: "Muh. Arsyi Azimin - ATIC" <arsyi.azimin@anabatic.com>
To: Reka Pramudita - ATIC <reka.pramudita@anabatic.com>, Internal Computing
 Anabatic User <internal.computingFW@anabatic.com>
Subject: Re: 3 test case double
Thread-Topic: 3 test case double
Thread-Index: AQHcPBXF/xU4GhZytUGzS29VKiIFq7S/s7YB
Date: Mon, 13 Oct 2025 14:49:48 +0700
Message-ID:
	<KL1PR0401MB44335B85D3EF33099EBEE802E0EAA@KL1PR0401MB4433.apcprd04.prod.outlook.com>
References:
	<TYUPR04MB67239DB1FDE0A8784AACBEA9F6EAA@TYUPR04MB6723.apcprd04.prod.outlook.com>
In-Reply-To:
	<TYUPR04MB67239DB1FDE0A8784AACBEA9F6EAA@TYUPR04MB6723.apcprd04.prod.outlook.com>
Accept-Language: en-US
Content-Language: en-US
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-MS-Exchange-Organization-AuthSource:
	KL1PR0401MB4433.apcprd04.prod.outlook.com
X-MS-Has-Attach:
X-MS-Exchange-Organization-Network-Message-Id:
	f65c510b-b1ed-47b1-6f5b-08de0a2d1594
X-MS-Exchange-Organization-SCL: 1
X-MS-TNEF-Correlator:
X-MS-Exchange-Organization-RecordReviewCfmType: 0
msip_labels:
x-ms-publictraffictype: Email
authentication-results: dkim=none (message not signed)
 header.d=none;dmarc=none action=none header.from=anabatic.com;
x-ms-office365-filtering-correlation-id: f65c510b-b1ed-47b1-6f5b-08de0a2d1594
x-ms-traffictypediagnostic:
	KL1PR0401MB4433:EE_|TYZPR04MB7742:EE_|TYSPR04MB7616:EE_
x-forefront-antispam-report:
	CIP:255.255.255.255;CTRY:;LANG:en;SCL:1;SRV:;IPV:NLI;SFV:NSPM;H:KL1PR0401MB4433.apcprd04.prod.outlook.com;PTR:;CAT:NONE;SFS:(13230040)(366016)(7053199007)(8096899003)(41050700001);DIR:INT;
x-microsoft-antispam:
	BCL:0;ARA:13230040|366016|7053199007|8096899003|41050700001;
x-ms-exchange-crosstenant-originalarrivaltime: 13 Oct 2025 07:49:48.4799 (UTC)
x-ms-exchange-crosstenant-fromentityheader: Hosted
x-ms-exchange-crosstenant-id: 3f211c43-1457-4f30-be54-e3bfea02c837
x-ms-exchange-crosstenant-network-message-id:
	f65c510b-b1ed-47b1-6f5b-08de0a2d1594
x-ms-exchange-crosstenant-mailboxtype: HOSTED
x-ms-exchange-crosstenant-userprincipalname:
	4wcJI2qOUbOVl8RZzKONosHNuRP9P1Paqv9XF0KUPbWdKJCU5GH6mCLv2z3yiX2AQhbEWpvhT28BOP7YdVu40W7A1IiASwmYoHI3TrgRAxY=
x-ms-exchange-transport-crosstenantheadersstamped: TYZPR04MB7742
x-ms-exchange-transport-endtoendlatency: 00:00:01.0772288
x-ms-exchange-processed-by-bccfoldering: 15.20.9203.007
x-ms-exchange-crosstenant-authas: Internal
x-ms-exchange-crosstenant-authsource:
	KL1PR0401MB4433.apcprd04.prod.outlook.com
X-Microsoft-Antispam-Mailbox-Delivery:
	ucf:0;jmr:0;auth:0;dest:I;ENG:(910005)(944506478)(944626604)(920097)(425001)(930097)(140003);
X-Microsoft-Antispam-Message-Info:
	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
Content-Type: text/html; charset="us-ascii"

KevinTheJedi

hendra

That doesn’t really add up. From what I’m seeing this should thread through. Was the original Ticket Closed when the cc email came in?

Cheers.

hendra

So the case is like this:

The user creates a ticket via email, and in the email, they add CC to, say, two people.
Before the email becomes a ticket, the people in CC reply to the email.
And from there, two tickets are created, when there should only be one ticket.

KevinTheJedi

hendra

Ahhhh okay then it’s a race condition where the CC mail is being picked up before the original email. You need to make fetching faster so it fetches the original mail before the CC replies. You can even look into email piping if possible as that’s the most sure fire way. Piping is nearly instant so it avoids this type of thing.

Cheers.

hendra

Can this email piping be used for real-time fetching?

I apologize, as I have not used email piping before.

Could you please explain it to me? Thank you.

hendra

Or is there a URL or function to manually fetch emails?

So I can create a cronjob in a very short time, for example every 5 seconds.

hendra

and after doing some research, it turns out that email piping is not supported in Microsoft email.