WAD? Missing ticket when emailing to 2 departments

JDG

Hi folks,

By chance I found out the following:

When sending an e-mail to two different addresses which are supposed to end up as a ticket, only the first email address ends up in OsTicket as a ticket. This happens when using two mailadresses in "To:" but also when using "Cc:" The second one just seems to dissapear.

On the one hand, I can imagine this as WAD because why would anyone ask the same questions to different departments? However I would expect some kind of message saying that the second mail did not arrive.

(In my case, it was our personnel manager who wanted to inform 2 departments (IT and Reception) of a new collegue.)

Currently using OsTicket 1.10.4 and Ubuntu 18.04 (LTS) with NGINX 1.14

Any thoughts on this?

ntozier

Does the second address have a user account in osTicket?

It should add any CCed users as collaborators. I do not know what happens if there are multiple to recipients as I haven't tried it.

JDG

When mailing the addresses seperately, tickets are made for the respective departments. These are as far as I know, not user accounts.

So for instance I have department1@mycompany and department2@mycompany which employees can use to ask questions to different departments. These addresses are not user accounts.

ntozier

osTicket looks at the email. It sees that there is already a ticket for the message-id and ignores it.

Users have to either use CC to add people as collaborators (preferred).
Or send one email to email address 1 - to open a ticket.
Another email to email address 2 - to open the second ticket.

JDG

Thanks for the confirmation!

ntozier

Very welcome.