Good afternoon,

I recently upgraded osTicket from 1.9.4 to 1.10.5. Since the upgrade, replying to emails creates a new ticket instead of appending the reply to the original message. The email subject does contain the ticket #. An example is [#925863] Ticket Assigned To Your Team. The actual code in the template is [#%{ticket.number}] Ticket Assigned To Your Team: %{ticket.subject}. Replying to emails worked properly before the upgrade.

PHP version is 5.6.37.

Is there anything I can try to resolve this problem?

Thanks.

KevinTheJedi
No, the status is not set to Closed. The status is set to Open.

Steps to reproduce this
1. Agent creates New Ticket
2. Email alert is sent to team assigned to that Help Topic
3. An agent belonging to that team replies to email using their email client
4. when osTicket fetches the email, instead of appending (merging) the message to the existing open ticket, a new ticket is created

    If the person who created the ticket responds to the email they receive, the message is then appended to the original ticket as expected. The problem seems to only happen if an agent belonging to a team replies to the email they receive for a ticket created by someone else.

    As a test, I also created a new ticket for a category that is auto assigned to a team that I am also a part of. If I reply to either email I receive (new ticket & ticket assigned to your team) appending to the original ticket works properly.

    Agents are expected to use the ui to update tickets.

    Them emailing responses at best updated the ticket with an internal note, at worst opens a new ticket.

    @webdeveloper

    @ntozier is indeed correct, the system does not take the agent responses via email and add them as responses in the system. Instead, the system adds it as an internal note, system note, or sometimes even create a new ticket (if the mail headers don't match up right).

    This is expected behavior, not a bug.

    Cheers.

      5 months later

      KevinTheJedi
      Hello,
      do we have a possibility to allow this reply?
      On my case is very helpful to send some mail, sent before to our hotline department, to have all ticket actions traced.
      Thanks.

        @Pirada

        As stated above, we do not have the possibility to add agent responses from email to the ticket thread as an actual response.

        Cheers.

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