"we noticed when working these tickets, that OSticket isn't matching
against any text to assign the information into the proper ticket when
someone replys to the initial email OSticket sends out."If the person is not the ticket owner, or a collaborator on the ticket it will open a new ticket.The way around this is to assign the people as collaborators... or to add the ticket number to the subject line . You can easily do this be going to Admin panel -> Emails -> Templates -> default template and editting the subjects to have: #%{ticket.number} in the subject.Q: So I must ask how the system is associating the emails that Users are
sending back in reply to the original when it is not looking in the
Subject field or the actual body of the email, also we did not see
anything "tagging" in the source of the emails... But my guess is
OSticket is Tagging the replys at least somehow at the data level?A: It matches on the email message-id (as described in the email RFCs), if that fails it looks for the ticket number in the subject, if that fails it creates a new ticket.
