Hi ?
I just upgraded from OSTicket 1.6.ST to 1.10.4. Previous to the upgrade, anyone (!) was able to send a reply via email, and as long as the ticket number was in the email subject, the reply was added to the right ticket according to that number correctly.
So if the ticket [#123456] was created by Client A, and Mister B sent an email to the OSTicket email address with [#123456] in the email subject, or if I as the agent sent an email to the OSTicket email address with [#123456] in the email subject, it was added correctly to the right ticket.
In 1.10.4, however, there is no chance of this happening. The new OSTicket will simply ignore the ticket number in the subject and create a new ticket (!!), UNLESS the sender of the email is listed as either the ticket owner or as one of the coowners/participants.
This is, simply put, a bit of a catastrophy for me, since my customers have the habit of internally passing on emails and then someone else (or even I myself) will reply via email (and always only via email!) to the OSTicket email address. I really need OSTicket to accept replies to existing tickets by anyone and respect the ticket number in the email subject... and not ignore that number.
As I said, in OSTicket 1.6ST anyone was allowed to send an email reply, and it would be filed and added correctly as long as the ticket number was correctly in the subject of that email. Therefore, I am assuming that this must also be possible somehow in 1.10. But how? Any help would really be much appreciated. Right now, OSTicket is just creating more and more new tickets, and I cannot keep up with sorting them and adding them to the right ticket and deleting the other ones... and I end up having seven or more tickets open for the same issue, which was never the case with 1.6ST. Also, my customers are getting a bit irritated by all these "A new ticket has been created." messages... ?
Thank you in advance for your help. If this is just some setting I have got wrong, please just point me there. ?