@ntozier I'm trying this option:
---> write a script to get the message ID of the ticket [presuming it has one] and spoof the message id so it thinks it should be part of that ticket... You might also need to put the ticket # in the email that it generates. <---
I'm doing the following:
- Getting the ticket # & subject text from the OST database
- Construct the subject line for the outgoing email
---> Re: [#671636] test email <---
- Send the email to the customer
- Send one copy of the same email to the email address configured in OST (which is downloaded in OST via cron.php)
Problem:
The copy of the email gets downloaded in OST, but does not get added to the existing thread. It creates a new thread.
It's clear to me that OST does not thread emails based on Ticket # mentioned in the subject line.
In your message, you mentioned about "spoof the message id ". Can you pls elaborate on what is this "message id", which table is it stored in and how to include in the outgoing email. I'm guessing its going to be a part of the email header.
Once I get this message id bit setup correctly, I'll be able to put externally sent emails (copied to OST) in the parent thread.
I hope I've been able to explain it well, if not please let me know & I'll try again ?
Thanks again for your continued support!!