About rules to pipe an email to an open ticket

EthraZa

Hi. Maybe I'm not using the right words, because I can't find anything related.How it works on OsTicket to find out if an arrival email will be sent to an open ticket or create a new one?There is someway to change this rules? If not an easy way, it is already possible to we to create mods?

ntozier

osTicket determines if a new ticket needs to be opened by utilizing the emails internal message-id field as described in several RFCs. See http://en.wikipedia.org/wiki/Message-ID for more information. I believe that it will also fall back to the ticket number if it is in the subject line... but I could be wrong.No there is no way to change this behavior in the UI.Yes you can create your own mods. But you will have to re-apply them when you upgrade.

EthraZa

There is some docs on how to build mods or some tips on where to look at to learn?*EditOh, I got. By my own mods you mean edit the PHPs! Don't the 1.8 version have a plugin API or something that could be used to change this kind of stuff?Thank you

ntozier

Yes you can edit the .php files which is what is commonly referring to as mods or modding.Yes there is a plugin system. There is no documentation for it at this time. It does not appear to be an API and is very rudimentary at this time (in my opinion).