Incorrect (and same) email being used for all ticket notifications?

ahall

Hi all,I had OST 1.9.14 set up a few weeks ago. We had other projects come up, but now we're ready to start beta testing the system internally and working out what we need to customize. However, my initial demo today didn't go well when responding to the ticket notification email failed to do anything. I finally realized that the email was incorrect.I have things set to use Gmail's "plus sign" feature. That is, tickets for customer service go to tickets+custserv@domain.com, while IT tickets go to tickets+it@domain.com, and so on. This was working a few weeks back. Now, though, *every* ticket notification is from tickets@domain.com, which is set as the primary address. I thought notifications were supposed to come from the department's email address instead? Did I change a setting somewhere and forget about it, or is this not a feature that exists? Am I confusing this with opening tickets by emailing the right department's address? Is there a way to do what I want? Thanks!

ahall

After reading more, I think I had this feature a bit wrong. Replies aren't posted to tickets based on the email address, but rather on the, well, somehow the email knows which ticket to update. I found one forum that said I had to have the ticket number, in brackets, in the subject line of the notification email; I did that, but that didn't help anything. I guess my question has turned into:Why can't tickets be updated via email? Responses just disappear into nowhere. I'm starting to suspect my email setup, but I've selected tickets+admin@domain.com as the default system email, then set the notification email to use the system default. Yet, notifications come from tickets@domain.com, not tickets+admin@domain.com.

ntozier

The magic detection of what email belongs to what ticket boils down to:ticket-id in the email headers.And ticket # in the email subject.Q: Why can't tickets be updated via email?A: They sorta can be. Although its logged as an internal note not a reply to the customer. You would of course have to collect the emails from the POP or IMAP account.

ahall

I'm not sure what's going wrong then. Email sending/receiving works as expected, and I've added the ticket number to the 'new ticket alert' template's subject. I know replies will be internal notes (though that's something I still hope to find a way around one day) but right now replies aren't appearing at all. I send a reply, watch the ticket... And nothing. I wait the five minutes, then even longer, to make sure there's time for polling to happen. I don't know what's going on.

ntozier

My only thought on that would be that its related to "Gmail's "plus sign" feature."

ahall

I can't see how, since emailing the different addresses still creates tickets. I'm more and more sure that it's something with the notification email getting set incorrectly. Any idea why setting the default email address to what I want, then the notification email to the default, would instead use a the system admin address?