Hi all
I've been writing a complete new front end with the OSticket database in the background, also most of the cron scripts I still use.
What I actually want now is that more then one person can reply to a ticket. This is not possible at this moment since the pop3 cron is fetching the mail and the checks the email address and also the subject. If one of those two variables (email address or ticket number) do not match a new ticket is created. That is not what I want to happen.
What I actually want to is that
* when a user submits a ticket via email it opens a new ticket.
* When the new ticket is submitted into the database I will assign it to one of our staff members.
* Our staff members can add extra email addresses, like for example, the CEO of a company that wants to know about all the tickets his employees do submit.
* we do some work and our staff replys via the front end. At that point the outgoing email go's to the submitter and also too the CEO.
* When the submitter replys on this email the ticket is updated with that information but, if the CEO replys to this email a new ticket is created and that is not what I want to happen. I would like to see that his reply is also added to the existing ticket.
Does anyone know how I can change this? I think its rather simple adjustment in the script but I'm not able to find this. What needs to be done is that only the ticket number is checked and not the email address related to the the ticket.
the subject looks like this:
voorbeeld ticket
Does anyone know how this could be done?
kind regards and thanks to anyone who knows the solution
grts
Rikke
