Hi,
Just stumbled across a quite urgent problem. It seems that in some occasions osticket does not log calls and returns an API Error - Code #65 in the system log.
I'm sure this has something to do with email conversion, strange characters in a mail, non completed HTML tags or what so ever. When a plain text message is logged, everything seems to work fine.
EDIT 1: Ok, now we're getting somewhere. It seems that our customer uses a somewhat identical ticket reference ID . Osticket cannot handle this, since it thinks that the customer (external) ticket reference ID belongs to itself! Anyone who thinks about a possible solution?
EDIT 2: Problem is now solved. By changing the prefix_match options to , removing the '' (which I had already in mind for a cleaner ticket reference) and changing the amount of characters parameter '{8}' our system now only recognizes our internal ticket reference, in stead of a similar customer reference.
We have this system in production for about a month now, and already two service requests slipped through.
We would appreciate a soon answer/solution to our problem.
Thanks in advance,
Maarten Folmer.
