Email fetching after ticket opened

shuhan

Assuming client A submitted the ticket.

A customer service get follow-up and client get replied to them via email.

This reply should have appended to the previous ticket? However, as my situation right now is it will reopen a new ticket for the ticket sent.

Can i get know what is the issue for this?

Thanks.

jtaubman

OSTicket will open a new ticket if the Client does not reply to the original message, or of course if Customer Services did not reply to them Via OSTicket.

For it to work properly

1. Client sends in email - OS Ticket creates a new ticket.

2. Customer services reply via SCP

3. Client replies to the message - this message will be appended to the original ticket.

For the new message to be appended it must be from the same e-mail address as the orginal and have the ticket number in the Subject line.

rsleventhal

Assuming client A submitted the ticket.
A customer service get follow-up and client get replied to them via email.
This reply should have appended to the previous ticket? However, as my situation right now is it will reopen a new ticket for the ticket sent.
Can i get know what is the issue for this?
Thanks.

I'm having the exact issue. Each time a reply is posted, via email or the web, a new ticket number is being generated. Needless to say this is becoming a bear to manage.

Thanks in advance for any assistance,

-Ray

Lytspeed

I'm having the exact issue. Each time a reply is posted, via email or the web, a new ticket number is being generated. Needless to say this is becoming a bear to manage.
Thanks in advance for any assistance,
-Ray

I was having that problem until I realized that I had the helpdesk e-mail address entered under my profile (My Preferences | My Profile). Whenever the system would send a notification e-mail out, it would send to itself, which created a feedback loop. By changing my profile e-mail address, notifications only come to my regular e-mail address and the feedback look has stopped.

I don't know if that's the problem you are having, but hopefully this will help.

rsleventhal

@[deleted]

That was it exactly. I run this version on several sites that I manage, but on one of them, they'd made a mod to /includes/class.email.php and added a fixed addition to the 'to' field - you got it..the same email address that was set to auto reply and to gen new tickets.

Big loop :)

Problem solved...I'm sorry I didn't come back with resolution when I found it, but your note reminded me.

Now solved...and a big caveat to those using this awesome product..use care not to make a loop like was done at my client!

-Ray