KevinTheJedi About a month and a half ago I helped set up the email autoresponse system for our OSTicket instance. We ran into a problem where if you replied to the autoresponse, it would not properly thread and instead it would create a new ticket.
After checking the template to see if the ID is in the subject line, checking and tracing the message ID's and headers, checking our database, and making sure we're not replying to the admin autoresponse email it still doesnt work. My full workflow is above, around post 25-26 or so.
We talked a bit in this forum and at the end you were as dumbfounded as me and said to make a new installation.
Once it was running and I ironed out the kinks of running it locally I set up the email autoresponse system once again. This time we fixed the issue of the mismatched email account credentials on Entra and the AD server and this fixed most of the threading on both the original and test OSTicket instances.
However, it only fixed it for help topics that came with the installation. I.E, the vanilla ones:
I found this out by testing on the original instance with our custom equipment request help topic with its custom form, seen above in post 32, and on the replicated help topic on the test instance.
For some reason threading works when I change the help topic to include the original three Ticket Details fields:
Versus what the help topic looks like on the original OSTicket instance:
I also did a battery of tests and found that you NEED to have the Issue Details field in your ticket:
For reference: SDL means Issue Summary, Issue Details, and Priority Level.
