Hi OsTicket community.We are using OS ticket 1.8x, and we need sometimes have to open tickets to external partners.  We generally send an email to raised tickets to our 3PPs.Is there a way to use osticket in order to open tickets to 3PPs, without creating an endless auto-response loop with osTicket and the 3PP ticketing tool?Thanks for your help.PS: Excuse my english... i'm a french speaking person...

If you have an email address for the third party you could assign the address as a collaborator on the ticket.  But I imagine that might result in a bunch of automated emails at both ends. However unless their ticket system preserves your ticket number in the subject, and/or the internal ticket-id in the email headers it would almost assuredly always result in a new ticket being generated in osTicket.  You could prevent them opening new tickets by setting up a ticket filter to just reject the ticket... but with out them preserving the information before updates would not be automatic.TLDR; I cannot think of a way to do that.

thanks Ntozier...this is exactly what happened. we've been obliged to ban their email address to stop the new tickets created by the auto-response loop. Thanks For your answer.Regards

Sorry that it wasn't more helpful.  Should I leave this thread open for now?

a month later

I've tried added the 3PP has a memberthen using a ticket filter, i've disabled the autoresponse for 3PPthen it seems to work...I'll test it again.Thanks a lot for your Help Ntozier

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