If a user responses to an open ticket via email, the system creates a new ticket: Page 2

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

mmiat

with gmail I lost replied messagealso, there is no way to join/merge ticket, so if osticket create more tickets from same thread it's a caos...

robidigital

Good to know mmiat! My customers aren't even receiving an auto response when they submit the ticket. Is there any known fix or workaround? I've done message parsing based on body and subject line for a simple messaging system I built using PHP. It should be fairly simple to identify a message by finding the string, "" in the subject line and extracting the ticket ID. The subject line is coming through intact, so why would it be missing the ticket number? I was having the same issue with v1.9.1 and thought I'd upgrade to hopefully fix, but not luck.

mmiat

if admins say to us where osticket parses incoming email maybe I can try to personalize for my use, using subject and not message-id

mmiat

is this in class.mailfetch.php // Ensure we have a message-id. If unable to read it out of the // email, use the hash of the entire email headers if (!$header && $header) if (!($header = Mail_Parse:($header, 'message-id'))) $header = '<' . md5($header) . '@local>';???

darksecu

Same issue with me, registered on forum for resolution but the forum is already flooded :-P...Did few experiments to find what exactly causing the problem.Its the subject of the ticket causing the issue.1 - Case if a user creates a new ticket with custom subject & any reply made to canned response of the ticket will create a new ticket.but reply made to canned response of new message on ticket by staff will work fine.2 - Caseif a user creates a new ticket with blank subject & any reply made to canned response of the ticket will not create a new ticket - Everything will go fine then.Why ?http://jan.imghost.us/8neE.pngemail received for new ticket with custom subject is "Support Ticket Opened ", it should be "Custom Subject ".but subject of canned response from ticket answer is perfect ie :- "Custom Subject ".Should not happen, cause the ticket ID is mentioned in all email irrespective of email subject.Must be a bug, Script must be trying to look for exact email subject for ticket replies not ticket id mentioned in subject.Edit :- few more test done, problem with first mail only when subject is custom.

JRogers

@[deleted] -

Same issue with me, registered on forum for resolution but the forum is already flooded :-P...

Did few experiments to find what exactly causing the problem.

Its the subject of the ticket causing the issue.

1 - Case

if a user creates a new ticket with custom subject & any reply made to canned response of the ticket will create a new ticket.

but reply made to canned response of new message on ticket by staff will work fine.

2 - Case

if a user creates a new ticket with blank subject & any reply made to canned response of the ticket will not create a new ticket - Everything will go fine then.

Why ?

http://jan.imghost.us/8neE.png

email received for new ticket with custom subject is "Support Ticket Opened ", it should be "Custom Subject ".

but subject of canned response from ticket answer is perfect ie :- "Custom Subject ".

Should not happen, cause the ticket ID is mentioned in all email irrespective of email subject.

Must be a bug, Script must be trying to look for exact email subject for ticket replies not ticket id mentioned in subject.

Edit :- few more test done, problem with first mail only when subject is custom.

Is this a contribution to the topic, or a topic hijack? It is possible your issue is the same, but you didn't tell us what version you're using.Please attach images here rather than posting links to remote images.Thanks.Jack

ntozier

maybe this?https://github.com/osTicket/osTicket-1.8/pull/1486

darksecu

osTicket Version v1.9.4 (c18eac4)My Bad, but it didn't mean to hi-jack the topic.the problem faced by OP and me are same, so obviously a contribution, i believe.

l0ckm4

I had the same issue. Worked around it by simply using the subject and extracting out the ticket number using my own regex ( "/\/is" ) and remarking out all of the code above that in the function.The function and file in question is class.thread.php in the include folder. I have attached my copy to this thread. rename extension to php of course. // Search for ticket by the in the subject line // This is the last resort - emails must match to avoid message // injection by third-party. $subject = $mailinfo; $match = array(); if ($subject && $mailinfo && preg_match ("/\/is", $subject, $match) && ($ticket = Ticket:($match)) //Lookup the user using the email address && ($user = User:(array('emails__address' => $mailinfo)))) { //We have a valid ticket and user $check1 = $ticket->getUserId(); $check2 = $user->getId(); //var_dump($check1); var_dump($check2); if ($check1 == $check2 //owner || ($c = Collaborator:( // check if collaborator array('userId' => $user->getId(), 'ticketId' => $ticket->getId())))) { $mailinfo = $user->getId(); return $ticket->getLastMessage(); } } // Search for the message-id token in the body if (preg_match('`(?-mid="|Ref-Mid: )(*)(?:$|")`', $mailinfo, $match)) if ($thread = ThreadEntry:($match, $mailinfo)) return $thread; return null;

[class.thread.txt](https://forum.osticket.com/assets/files/migrated/FileUpload/3f/1d6f3d7e16935f6bd72f8d7f88c437.txt)

holodoctor1

@[deleted]This was a great solution - is there a way to modify what you posted to remove the requirement that a ticket come in from the same email address which it is assigned? Basically to allow anyone who emails in with the subject containing the ticket number to append to the ticket instead of opening up a new ticket? I do realize that this could open the system up to spam.

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