New Ticket Created when responded through email

clarityproductions

It was working fine before I downloaded the new files today and uploaded them. So apparently something changed between the fixing of pagination and pagination not working. Now when a new ticket is created and the client responds to the email they get its just creating a whole new ticket and not appending the response to the ticket.

peter

Just an update - the issue was related to mismatched emails. For the message to be appended to the existing ticket - the ticket id and email must match the original.

scottro

For anyone searching for how to change this you can comment out the if statement in the following:

include/class.mailfetch.php

//Allow mismatched emails?? For now - YES!

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

// $ticket=null;

It happens often enough for us that different customers at the same company work on the same ticket that we wanted to ignore the email address it comes from.

peter

@[deleted] - The restriction is there for a good reason! Removing it makes it easy to inject messages into the system - which will require manual db delete. The more tickets you have the easier it gets too :)

scottro

@scottro - The restriction is there for a good reason! Removing it makes it easy to inject messages into the system - which will require manual db delete. The more tickets you have the easier it gets too :)

Yea, I'll burn that bridge if and when I get there.