Email threading doesnt work. Replies make new tickets. : Page 3

Email threading doesnt work. Replies make new tickets.

unpaidIntern

KevinTheJedi Just to save on licensing fees, with the relay we dont have to pay for another 365 license

KevinTheJedi

unpaidIntern

Gotcha. The relay doesn’t change any of the headers or sender or anything does it?

Cheers.

unpaidIntern

KevinTheJedi It shouldn't, I've also checked the headers and they match up, message trace seems clean too.

KevinTheJedi

unpaidIntern

Then I'm once again stumped. It works perfectly fine for me with your exact scenario. Only difference is I use authenticated SMTP for outbound instead of a relay (but that shouldn’t matter here - unless the relay is messing with the email before delivery). There’s no more routing weirdness on your end? What was the initial issue? Are you sure it’s fully resolved?

Cheers.

unpaidIntern

KevinTheJedi The original issue was that when I replied to the ticket Auto-Response (not the agent alert) it would create a new ticket every time. And every subsequent reply to the ticket Auto-Response created by that new ticket threaded correctly.

But, it seems like Auto-Response threading works properly if I include and populate the Issue Details field in the ticket template.

If one of the devs for the system cant figure out why our system is weird (even on a completely bone stock install) then I think I should just do the rain dance and include the Issue Details field and tell everyone to fill it out

KevinTheJedi

unpaidIntern

I mean I could figure it out but it’d require a deep dive and debugging. However I don’t have the time currently, working on v2.0. We do offer paid support though which is priority, but it costs money.

Cheers.

KevinTheJedi

unpaidIntern

And I meant the original issue on the O365 side. I know what the issue is on the osTicket side lol

Cheers.

unpaidIntern

KevinTheJedi Oh right the original issue was that our email account is a cloud only account with an old AD entry.
As in on the entra ID interface the helpdesk email's UPN is helpdesk@onmicrosoft1337.com with the helpdesk@domain.com being an alias, it was done this way to make it work with our Hybrid AD and I got it working by logging in as the onmicrosoft account.
There was also an old on premises AD entry tied to that account with a separate password that we changed after ensuring synchronization was off to avoid conflicts.

« Previous Page