Email Fetch Fallback

mikejdavies

I have downloaded and installed osTicket and I currently testing. I have configured the fetch email and everything is working as expected except in the following scenario.A dummy customer is using a browser based email client which does not seem to populate the references field in the email header. Consequently the replies are treated as new support tickets - not ideal.So a couple of questions:1. Is it possible to activate a fall back, so when the references field is not populated, the body of the email/subject line is scanned to see if this may relate to an existing ticket, especially if the sender email address already exists in the DB.2. Is there a way of allocating the new ticket so that it can be merged with an existing support ticket?osTicket Versionv1.8.0.2Server SoftwareApache/2.4.4 (Win32) OpenSSL/0.9.8y PHP/5.4.19PHP Version5.4.19MySQL Version5.5.32PHP ExtensionsgdlibUsed for image manipulation and PDF printingimapUsed for email fetchingxmlUsed for HTML email processing and XML APIjsonImproves performance creating and processing JSONgettextImproves performance for non US-English configurationsmbstringHighly recommended for non western european language contentEverything else looks pretty good so far and we like the intuitive way that osTicket has been built.

ntozier

Try adding the ticket number to the subject line.There is no merge features at this time.

mikejdavies

Thank you for your help. I will try and if still a problem post back.

mikejdavies

That seems to have resolved the issue. Maybe its worth providing the

ticket number in the subject line by default, which would have the added

benefit of allowing a user with multiple open tickets to see at a

glance which emails relate to which ticket when looking at their in box.

Thanks for the replies.