Emailed replies creating a new ticket cause found?

v100

There have been a few posts on this issue and I thinkl I have found out the cause, but unfortunately not the solution.

If the email reply comes from an email address other than the one used to create the ticket then a new ticket is added.

If the email reply is from the email address used to create the ticket then it appends it to the ticket.

Can anyone give some help on finding the solution to this?

redbullmonsta

Yes i have seen the same behaviour

Change line 224 of /include/class.pop3.php from

if(!is_object($ticket) || strcasecmp($ticket->getEmail(),$var))

if(!is_object($ticket))

The same line is also in /api/pipe.php and might need changing.....

Redbullmonsta

sthatte

Hi,

I changed the following in class.pop3.php in 1.6rc4

if(!$ticket || strcasecmp($ticket->getEmail(),$var))

if(!$ticket)

however the problem still exists.

If the original mailers has CC'ed emails, and one of them replies all, a new osticket is raised. With multiple replies by people in the mail thread, many new tickets are created, leading to confusion in responses.

Is there an update ?

Thanks and Regards

Shyamal

delia

THIS IS THE FIX FOR THE PIPING AS WELL

Line 83 in pipe.php

bookit

This works for me, but the customer is not notified of an update...