HiI am a complete novice when it comes to osTicket. I have installed the latest release (v1.8.0.1). So far I have been able to install the software and setup the various options without any problems, except...From a user account (user@abc.com) I can email the system (osticket@company.com) and receive an automated reply with my ticket ID (#1) as per normal. However, if I then reply to the automated reply (from user@abc.com to osticket@company.com), the email is received by the system but a completely new ticket ID (#2) is created, instead of the reply being appended to the thread of the original ticket ID (#1).I hope I have explained this clearly and that this is a simple issue to fix. I haven't been able to find anything like this in the discussion forum, or any options to configure this sort of thing in the osTicket Admin control panel.Thanks in advance.

Additional Info...Mail Sending: SMTPMail Fetching/Receiving: POP via Exchange 2010PHP version: 5.5.3Operating System: Apache 2.4.4

I found the answer in the following post: http://www.osticket.com/forum/discussion/comment/73613/#Comment_73613"The ticket ID on the subject must be in  format."I had modified the new ticket email template and inadvertently removed the '#' from the ticket ID.I hope other 'newbies' like me can learn from this. As the saying goes, "The devil is in the details".

huh... my understanding is that it should also try to match on the internal message-id in the email headers.  I'm not sure why it wouldn't... maybe its a matching order thing.

@[deleted] Thanks for your input. With ongoing use of the system (admittedly just a couple of days in the 'live' environment now), it seems there must be a priority, but, between the message-subject that I was referring to previously and the message-id that you are referring to. The reason I say this is because if my staff create a new an email on their 'personal' account, e.g. staff@company.com, to be sent to osticket@company.com with an existing ticket-id in the subject line, then osTicket creates a new ticket instead of appending it to the existing ticket. It must be ignoring the ticket-id in the message-subject and parsing the message-id instead. If this is correct, I would suggest that this priority be switched, because staff/users can consciously choose to include the ticket-id if they desire, but they cannot influence the message-id.

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