If a user responses to an open ticket via email, the system creates a new ticket

rportojr

Server InformationosTicket Version v1.9.4 (c18eac4)Web Server Software ApacheMySQL Version 5.5.40PHP Version 5.4.34

If a user responses to an open ticket

via email, the system creates a new ticket even if the ticket number

is in the header. How do I fix this so the system does not create a

new ticket every time?

ntozier

This shouldn't happen. What email client is the user using? (I've noticed that some email clients are not preserving the message-id field like they should). You can also try putting the ticket number in the subject and see if that helps.

JRogers

This has been an ongoing issue through multiple osTicket versions. I think osTicket overthinks this feature. In my opinion, there should be a defined string in the Subject line, and it should disregard all else (message ID). That would enable users to insert new emails into a ticket simply by reproducing the defined string within the Subject. That's how it's done in some other highly-regarded tracking systems.Maybe this should be an admin option--"Loose email matching", that looks ONLY at the Subject line vs. "Strict email matching", that also matches against message ID. I'll submit a feature request when I have time.Jack

rportojr

I am Using Roundcube open source web mail software.I guess the image didnt show up let me see if i can re post it here

rportojr

Interesting the image didnt post but it showed up went i hit attach a file.Maybe this will work blank

JRogers

I agree, that's horribly broken. It's very hit-or-miss for us. Sometimes replies get appended, sometimes they create new tickets.There may be some ways to improve this, but I don't know. Hopefully, someone else will have good suggestions. And hopefully, the developers will address it eventually.Jack

mmiat

same problem to me, I thinked osticket uses mail subject to define ticket, indeed it uses a header? thanks

mmiat

ah, I use roundcube too

mmiat

I dont' understand, sometimes it update ticket, sometimes it create newI tried from roundcube and from thunderbird, same thingis there a log where I can debug it? thanks

mmiat

if I delete previous message from reply it can create problems?

rportojr

This is how i am going to solve this email reply issue.in the canned email response with the updated ticket, I am going to add"please log in to the support center to

update your ticket"and remove any mention that the customer can reply to the email to update the ticket.

mmiat

if customers have to support center and can't use email is a great limitationwhy don't use ticket number in subject? I think it's more simple....

rportojr

From what i can tell the ticket number is in the subject line. Take a look at the image i posted. So that would mean their something wrong with the parsing of the subject line. To go any farther we would need to look at the parsing code and have the parser send its information to the debug log. which is outside my skill set.

mmiat

sorry, I intend that osticket developers ( not you :) ) could use ticket number in subject and not some strange hidden value in headers: it's more simple and more accurate

ntozier

osTicket defaults to the ticket number in the subject already... if it cannot determine what ticket to update based on the internal email message-id.

mmiat

so first check message-id and then subject? I've made some tests and when I cut previous message in reply it opens a new ticket, even if I don't change subject

tree2000

We are having the same issue. Here is the scenario;Customer opens a ticket and we have 8-10 responses back and forth with no issue. Then a new ticket is created from his next response. The only noticeable difference is the below in the body; On Dec 26, 2014 1 PM, XXX Support <support@xxx.com> wrote:The subject line is exactly the same as all the previous responses except it has"Re" at the beginning.Also, looking at other instances of the same issue, it appears what they all have in common when a new ticket is opened is the following at the end of the users email body;" On Dec xx, 2014 1 PM, XXX Support <support@xxx.com> wrote: "It seems that the logic that tells OST to check the subject line if the message ID is missing is not working correctly. We deal with very technical issues via our support system and can have many responses back and forth in a short time. Needless to say, this issue is impacting our support efficiency. I understand that this is a "free and open source" product but am thinking about trying to push for an allotment to purchase a support contract. However, if this issue has not been "identified" yet, I am concerned that there wouldn't be a fix even if we did purchase a contract.So, is the consensus that there is something that has been modified or "messed up" in the code that is causing this or is it in the original code "out of the box"?Thanks for any insight.

JRogers

osTicket defaults to the ticket number in the subject already... if it cannot determine what ticket to update based on the internal email message-id.

If that's true, it must have changed in 1.9.4 (and it's not mentioned in the release notes). I know that with 1.9.3, I had cases where some replies (containing the ticket number string) appended to existing tickets, while others created new tickets (and got a NEW ticket number string added to the email subject, along with the original one). While it seemed random, I'm sure it wasn't. But I did not want to invest the time to identify a pattern.Jack

JRogers

My last reply may be incorrect. I think I had the ticket number string wrong in the Subject line of the templates. I just tested, and it appears to verify what @[deleted] just said.Jack

robidigital

I'm using Yahoo webmail client and I notice that the "reply above this line" is getting stripped when I reply to the message, which might be the reason new tickets are being generated.