Discrete Email Subjects Combined into single ticket instead of Separate Tickets

jaehdawg

HelloWe are having a seemingly random issue (un-replicatable) where some separate/discrete emails are combined into a single ticket opposed to creating individual tickets. These emails have different subject lines, content but are usually from the same originating email address.We've been unable to replicate the error internally.Anyone else have this issue or have experienced this?Server InformationosTicket Version v1.8.1.2Server Software Apache/2.2.26 (Amazon)PHP Version 5.3.28MySQL Version 5.5.34PHP Extensions gdlib Used for image manipulation and PDF printingimap Used for email fetchingxml XML APIxml-dom Used for HTML email processingjson Improves performance creating and processing JSONgettext Improves performance for non US-English configurationsmbstring Highly recommended for non western european language contentDatabase UsageDatabase Space Used 1565.33 MiBDatabase Space for Attachments 899.55 MiB

ntozier

Emails are matched to tickets by the embedded message-id in the email. So if this is happening I would bet that the end user is replying to an old email... deleting the body and changing the subject. Which of course causes a match since the email headers are still intact. You might want to try asking the end user if they do this. We occasionally have this problem here. :)

jaehdawg

Thanks. I'll ask around.Matt