hi,i am using version 1.9.2 and facing issue with emails coming from Thunderbird client. one of our client is sending emils with different subjects but hen it come to osticket all emails get merged under on ticket id with subject from the very first email. ideally for each email there should be a new ticket number, subject is different in each case. please help resolve the issue. or help me know how Osticket identifies an incoming email as a new for generating ticket. very very urgent.
Is s/he hitting reply to the initial email and changing the subject?emails to tickets mappings are determined by the internal message-id.
client is calming that he is sending fresh email each time however i doubt, can you please tell me how to check internal message id for an incoming email. thank you
You would need the original email, then you would view its message headers. How do to this varies greatly by email client.If you look at this image: http://kb.cyberoam.com/admin/virtual/imgs/2013/AntiSpam/How%20do%20I%20check%20if%20Cyberoam%20Anti%20Spam%20has%20scanned%20an%20Email/Message%20Header.pngin the message description section you will see the Message-ID field. which is that emails unique identifier.
thank you ntozier, i could see the headers, and found that reply reference was common, which was making all the email to club together. thankyou consider the same as closed
Glad that I could help. I'll close this thread for you, but please do not hesitate to start a new thread if you have another question, comment, etc.Have a great weekend!
