Previous Email Addresses / Email Address History

holodoctor1

I'm wondering if there is anywhere in the ticket system that will log previous incoming/outgoing email addresses used.For example, a ticket may come in from one person, but we change the email address to another and send our reply... is there any way to log the previous email addresses? (or get them to show up in the system notes generated in the ticket?)Thank you!

ntozier

Agent panel -> Users.Every email gets a user guest account.alternatively, any email with CCs or a different email is logged as a collaborator on its ticket.

holodoctor1

Hi Ntozier,Thank you for the reply.We have 20463 "users" in our guest account tab. How would we find which user was associated with a certain ticket?

ntozier

Click on the user there and it lists their tickets.Look at any (open or closed ticket) and look at the Collaborators line just above the Response box at the bottom. Click it.

holodoctor1

Hi Ntozier,What I'm specifically looking for is if the ticket email (and therefore user) has been changed, is there any way to see/record the previous ticket "user". Searching for a user in the users tab isn't possible (since you've lost that information when you change ticket 'owner') and checking the previous "user's" open-tickets wouldn't show you a ticket that has been updated/switched.The To: field (above collaborators) shows only the "active" email of the ticket, or -do not email reply-, and below that, the only option is "add collaborator".Would you want to add a collaborator to the ticket and select "do not email reply"? I tried this and the collaborators option disappears upon "do not email reply".Here's the flow we have:Ticket comes in from User ATicket must be "forwarded" to User B - accomplished currently by changing the ticket email address to User B and forwarding the messageResponse to forwarded message received from User BResponse from User B must be "forwarded" back to User A - accomplished currently by changing the ticket email address back to User A and forwarding the messageThe problem with this process is if the agent forgets to note User A's email address manually, the email is lost, as the system doesn't record it.

ntozier

No. Once you change it there is no record of who used to own it.

holodoctor1

Thank you

holodoctor1

Is there a way to automatically insert the sender's email address into their incoming message? Something like adding %{ticket.email} somewhere?

Chefkeks

Just have a look at the support variables and you shall see that your assumption was correct ;)%{ticket.email}Email address

holodoctor1

Where would I put the %{ticket.email} to do this? I tried the signature but that didn't work... would putting it in the email fetch mechanism on the back-end work? I would guess probably not - will probably need to do some sort of query on the DB end... was just hoping it would be easier/quicker than that! :)

ntozier

%{ticket.email} can be put into any email template.

holodoctor1

Is there a way to have %{ticket.email} show up (or get tagged) in incoming emails?Something like:Ticket system view:----Blah Blah blah,thank you.<< AUTOMATICALLY inserted into incoming email >> %{ticket.email}----Does that make sense?

ntozier

No, the incoming email is the incoming email. osTicket does not append additional information to the incoming emails. I'm not even sure why you would want to do this.Why do you think that you need to do something like that? (ie what are you trying to achieve)

holodoctor1

We often switch the ticket email to another person (because we need approval on some issues sent in) and then back to the original sender. If the system doesn't record the original sender's address, we have to do it manually.

Chefkeks

Why don't you add the other person as collaborator?

holodoctor1

Because we wouldn't want the 1st person to get the reply that we are sending to the second. I.e. Question comes inTicket assigned to dept head asking for approvalapproval receivedticket assigned back to original question-asker with reply.

ntozier

You seem to be using osTicket in a way that it wasn't intended to be used.There is a forth coming feature that should allow you to do something similar to how you are using it, but currently not available.