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here's a screen shot of an example. When it checks the message id, do the extra characters added by amazon then not matter you think as long as the original is buried within?
Email responses creating new tickets
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trying again to attach.
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I am taking a guess what Ntozier is stating is that there are three sections it checks for an identifier, it goes in an order and locates an ID that helps the system understand if a ticket is already created or if a new ticket is needed to be created. Example would be; Step 1) System checks Subject for ticket number, Step 2) System can't find subject for ticket number, System checks Message-ID, Step 3) System can't find any Message-ID that matches a ticket that is already created so it moves on to Reference-ID, if there is no matching reference ID with an already created ticket then the email is treated as a new ticket. My process is not in the same order as what was stated above but it is giving you an idea how it works. @[deleted], am I correct?
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Yes. That's what I was saying.(with the caveat you mentions that you changed the order)
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Is that the correct formating i have for the ticket number in the subject? If it does still check the subject, not sure why even if it's failing the headers checks that it's still making a new ticket then.
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What version are you running?(and other environment details)Once I see that in the thread I will ask the devs to look at this thread.
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version/environment
7 days later
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were you able to forward to the devs to take a look?
a year later
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We are also having the same issues. It looks like the system is not looking in the subject at all.
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I have also noticed this and it is not only limited to Amazon specifically, I have had cases where new tickets were opened even though subject only changed with the addition of "RE: ticket ", but the ticket number was still valid.Maybe the problem is the "-" in the ticket number, have not looked specifically for the code that does it.
a year later
Same issue here - moved to Amazon SES, and now all replies generate new tickets.
I've confirmed my subject lines are the same [#12345] ticket number format.