Hi, all. I'm having an issue where some emails to our support address (support@domain.com) create a ticket, but the cc'd recipients are not included on the thread. They aren't even listed as on option in the collaborator field, and they only get the first email. See screenshots below:
This issue is mostly limited to internal mailboxes emailing internal support, and then all cc (internal and external) are not included on that ticket thread.
But we've seen at least one other case where an external email to support produced the same results.
We are running an on-premise spam filter in front of our on-premise exchange and then piping the emails from Exchange to osticket on a Linux box.
Version info:
Exchange SE
osTicket 1.18.2
Apache/2.4.63 (Rocky Linux 10)
PHP 8.2.29
MySQL 10.11.15
And we have tried enabling and disabling Agent collaborators, but the issue applies to Users as well. Otherwise, this setting works normally. The trick is getting the cc'd Users to be automatically included on the thread chain.
Cheers,
