Ticket duplication

anoop

Hi ,I have installed osTicket last week. I have an issue now. When users send email it creates a ticket but if someone replies on the same email it is creating duplicates. For example,First it created a ticket for the following subjectdamage report (ZS40) Then the same user asked for status by sending a reply to the same email. So the new ticket is created with the following subject答复: damage report (ZS40) It is creating duplicate tickets for each of the reply. How to avoid this issue?

ntozier

Hi Anoop,First please read and follow this thread: Please read before requesting assistance. If you have not already please upgrade to version 1.8.1ST. Whether or not to update or create a new ticket is handled by the embdedded message-id in the emails. Some email programs are not RFC compliant and do not do so. Also to address this issue this patch has been implemented for future versions.https://github.com/osTicket/osTicket-1.8/pull/584

anoop

Thanks I have already resolved the issue. Thanks for ur help.

ntozier

Any time! I'm going to close this thread, but please post again should you have another question.