Replying to an email create another ticket instead of being captured in the thread

Yorick

Hi,When the user reply by email, it creates a new ticket instead of capture the answer into the original thread.So I got tickets like: "RE: RE: Ceci est un test. " while the current ticket # is 905630I've set up IMAP and SMTP, and enabled cron-fetching. It's obviously working as new tickets are created when receiving emails.But why doesn't it update the opened ticket and opens a new one? Any idea?My Settings:

Server Information

osTicket Version

v1.9.4 (c18eac4)

Web Server Software

Apache

MySQL Version

5.1.73

PHP Version

5.4.30

PHP Extensions

gdlib

Used for image manipulation and PDF printing

imap

Used for email fetching

xml

XML API

xml-dom

Used for HTML email processing

json

Improves performance creating and processing JSON

mbstring

Highly recommended for non western european language content

phar

Highly recommended for plugins and language packs

PHP Settings

cgi.fix_pathinfo

"1" is recommended if AJAX is not working

date.timezone

Europe/Paris

ntozier

My guess would that that their email client is breaking the message-id field instead of handling it the on the reply as described in the rfc. What email client are they using?

Yorick

In this case it was outlook.com / outlook app for Windows Phone.I'm going to test with gmail right away.

Yorick

So it works with gmail - it appears that on outlook, the "reply above this line" didn't appeared - might have to do with my problem too I assume.

7grafix

I'm having exactly the same issue. Did you manage to solve the problem?I'm testing with Mail OSX and icloud webmail. The "reply above this line" is also missing in all emails.

Yorick

No I don't have any solutions regarding this problem yet. It appears that what is supposed to determine the display of "reply above this line" isn't supported by many mail clients.As it is a domain quite obscure to me, I don't know where to start looking = /