Email fetching filtering

henninga

HiI have a supporting system up and running and in use at our company. Now I like to do email fetching, but have some concerns:The email address used for sending tickets to customer is also used for other support activities. If I enable email fetch will OSTicket then import all emails or just the emails with the current ticket number in the subject?

ntozier

I personally would setup an email address just for osTicket to use.If you are really adverse to that, you can move the existing emails into a sub folder so that it only grabs the ones in the root mail folder.

henninga

HiThanks for answer ntozier. But I have not understood if Osticket fetch all emails or just the one that has a valid ticket number in subject....anyone knows?

ntozier

osticket collects all emails in the root folder of the mail box.

henninga

Ok ntozier. So the email fetching is not usable at all?It won't even fetch the correct emails that belongs to the correct ticket?

ntozier

....?I'm not sure why you would think that.It collects all emails in the mail box, like it should.It uses message-id in the email headers to judge which email belongs to which existing thread.If that fails it falls back to looking for the ticket number in the subject.