Hi Support,

We are having certain events where CC recipients are not being added as Collaborators when agents or clients replies to a ticket via email. See below for the steps performed where we encountered the issues.

Test #1
1. Opened a ticket using email1@test.com
- Ticket was successfully created and ticket creator received the initial ticket response from osTicket email

  1. Ticket creator replied on the ticket created via email and CC'd Collab1 (email2@test.com - email registered or not in osTicket)

  2. Ticket was successfully created and added Collab1 as collaborator

  3. Collab1 received 2 emails (1 from email1@test.com and 1 from osTicket email)

  4. Ticket creator replied on the ticket created via email (To: osTicket email) and CC'd Collab2 (email2@test.com - email registered or not in osTicket)

  5. Reply posted as INTERNAL NOTE on the ticket and FAILED to add Collab2 as collaborator

  6. Collab2 only received the email coming from email1@test.com and FAILED to receive the email from osTicket email

  7. Doing the same steps to add a collaborator via email (3rd, 4th and so on), CC'ing recipients on the reply will not add them as Collaborators

Test #2
1. Opened a ticket using email1@test.com
- Ticket was successfully created and ticket creator received the initial ticket response from osTicket email

  1. Ticket creator will post a reply via email and set the recipients to the following:
    TO: email2@test.com
    CC: osTicket email and email3@test.com

  2. Reply will successfully be posted in osTicket but sometimes it will be posted as INTERNAL NOTE

  3. email3@test.com both received emails coming from email1@test.com and osTicket email but osTicket FAILED to add email3@test.com as collaborator.

  4. email2@test.com also received emails coming from email1@test.com and osTicket email but osTicket FAILED to add email2@test.com as collaborator.

Do you have a patch to fix this issue or could you please guide us on how to resolve this issue?

Environment Details:
PHP Version: 7.0.15
Web Server Software: Microsoft-IIS/10.1
MySQL Version: 5.7.17

osTicket Version: v1.10

I would recommend that you upgrade to a current version of osTicket first and re-test.

3 months later

I'm using the latest version v1.12, and the cc is not registered as collaborator either.

I'm running 1.12 and do not have this problem. In fact most of our tickets are opened via email with CCs.

Do the CC's have user accounts?
Are you actually CCing them, and not cramming additional addresses in the to: field?

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