Hi folks.

I solved this problem on previous OSTicket Version (1.6) with a custom code found around in this forum. Now, in 1.7, I have same problem:

1- a customer send an email to support@domain.com

2- new ticket is opened and mail sent (New Ticket Alert )

3- if an admin reply via mail, the answer is not 'appended' to ticket, but a NEW ticket is opened. If the replies are made via web interface, all works fine.

How can I fix?

Thanks.

Erik

BTW: my colleague just found a clue: if the reply contains the subject exact as original mail, all works fine. If the subject contains, for example, "Re: New Ticket Alert " (most email clients adds "Re: "), new ticket is created and not appended

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Mail Fetching/Receiving: POP (Exchange 2007)

PHP version: 5.3.1

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