Email replies not getting added

zippohosting

Have the latest build of OsTicket (1.6 RC4)

When a client replies to a ticket via email - the email never gets added to the ticket.

We have uninstalled and installed like 6 times...

Everything is checked - (not too much to check anyways :)

1. Client enter ticket

2. We get email notification of ticket

3. Ticket appears in OsTicket

4. Staff replies to ticket in OsTicket

5. Client receives email from OsTicket

6. Client responds to email and it DOES NOT GET ADDED TO THE TICKET

7. Email does work and gets delivered to staff.

So our issue is that client responses via email are not making it to the ticket.

Help anyone?

4ice

When the clients responds to the email does he leave the in the subject?

Because the system needs this in order to append it to an existing ticket.

zippohosting

yes of course..

daytona_k

Same thing happening here...every reply from the client, just generates a new ticket.

Everything in the reply is left untouched:

- title of mail ( ticket subject)

- original email, something like....

support@somedomain.com wrote:

> --do not edit--

> original mail....

and the reply goes above that.

Isn't this how it is supposed to work?

EDIT: the title of the email is actually "Re: ticket subject" not just " ticket subject", because that's what my email client adds to replies automatically (other email clients might add something else...)

4ice

The Re: part should not be a problem. For the rest you are describing, it works for me just fine. But I can't find any setting that should be changed for this, so atm I don't know why it's not working for you guys.

daytona_k

hey 4ice, and thanks for the quick response.

can it be something regarding php4/5?

what would you recommend? a clean reinstall of the latest RC maybe?

thanks

risen80

I have this same problem

This is odd that many have it. I've checked the DB and it doesn't show them in there either. The emails don't exist in the mailbox, as they are deleted by OSticket, so OSticket is apparently reading the mailbox, but not logging the email.

Any progress on this? If you need access to a system that is broken, let me know.

flock09

This is odd that many have it. I've checked the DB and it doesn't show them in there either. The emails don't exist in the mailbox, as they are deleted by OSticket, so OSticket is apparently reading the mailbox, but not logging the email.
Any progress on this? If you need access to a system that is broken, let me know.

Same thing is happening to me. OSTicket logs in the mailbox, delete the mail but doesn't make the ticket.

v100

Has there been any fix to this?

v100

Have maybe found the cause if not the solution.

If the email response comes from an email address different from the oringal one used to open it creates a new ticket.

If it comes from the oringal email address then it is appended to the record.

Anyone any idea how this might be fixed?