How osticket assign customer replay to a ticket. I think osticket checking email topic and customer's email. If customer's email address and email topic are the same as ticket, osticket assign email to a ticket. I need to change this. My question is: How can i change this settings so that the system only checks email topic, and when the (only) topic is the same as ticket topic, system assign email to a ticket.
Regards. Krzysiek.
You would have to edit the source code.
osTicket actually checks the message id first. Then if it cannot determine a ticket to add the reply to it would look at some other things (I dont recall what off the top of my head) and finally it looks in the subject for a ticket number.
Thanks for your help. Could You tell me which file's Source code I need to edit ?
What I need: Currently when I answer on tickets, client get my response on his email address. Next when he answer me for my response from other email address osticket create a new ticket. What should i change to make the system assign client's response to existing ticket?
krzysiekveb By default that's how osTicket system works
As long as user don't change subject with ticket #, it should add responses to same ticket
If you are still having issues can you take some screenshots
Screenshots in attachments.
Hi ramrajone,
Thanks for You help. I checked this, and this is not true. When I don't change subject, but i change email address osticket not assign my email to existing ticket. If I change subject, but i don't change email address osticket assigned my email to existing ticket. Can You help me? I need to change this.
krzysiekveb When an email comes into the support address of the osTicket, it checks, if it has ticket # if it does, then appends to the same ticket, otherwise, it creates a new ticket, so because you are using rule, it's not checking ticket #
Hi ntozier.
I check ID-Message in messages which osticket assigned to ticket (sytuation when I all time send response from my mailbox with the same email address) and there are not the same. So How osticket knows which response assign to a existing ticket ? Which parameters must be the same ?
Ok, I understand. So it is possible to "connect" these two functionalities. I need this rule, becouse all created messages have one, always the same email address. The answers (from osticket) are sent to the email address contained in the field "reply to".
krzysiekveb I am not sure if this is possible without doing some custom change to core file like @ntozier if I am understanding correctly because your return email (response) is different it's creating a new ticket
Could You tell me which file I need to edit ? Ticket.php ?
Ntozier, please let me one, small prompt. I tried find this file or files, but i can't find this. I will be very grateful
Sorry i do not know off the topic of my head what file you would need to edit.
Hi it is possible on osticket version 1.11 or 1.10 ? I think I need to edit class.thread.php file. I could not find solution. This post describe solution for osticket version 1.9 -> https://forum.osticket.com/d/81223-if-a-user-responses-to-an-open-ticket-via-email-the-system-creates-a-new-ticket.
Sorry I dont follow you. Is this related to your original topic?
Yes, exactly. It is the same.
I believe that the only way to do what you want to do... would be to add the person as a collaborator to the ticket to send the response from the alternate email address.
Or you could always just not use non involved email addresses to send email to a specific ticket.
Ntozier thanks for Your reply. I am sorry. I do not understand how this can help me. Could You explain to me ? My problem is that the client sends responses from two different addresses. And he create two different ticket. Thanks ! Krzysztof
My honest answer? Tell your client to stop.
Reply with the email that he opened the ticket and that gets the email for the ticket. Responding with an email address that is not associated with the ticket in anyway is a sure fire way to make the system think that they are a different person and it should create a new ticket (since the second email is not a collaborator on the original ticket).