Replies are creating new tickets.

ECLAdmin

How can I stop this from happening? I'd like the replies to be added to a discussion on the original ticket instead of creating a new ticket. See below:

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Environment details?
Version of osTicket?
Email set?
etc

ECLAdmin

Sorry, I am running this on:

Environment details: Ubuntu 19.04 using Apache2 & MySQL PHP 7.3
Version of osTicket: Was on 1.12.2 but Upgraded to the 1.14-RC1
Email set: Not sure what this means. I can generate emails from tickets and the system sends ticket creation notices.

ntozier

You are using the release candidate. Please report issues on git hub so that they can be seen and fixed by the devs faster.
You can do that here: https://github.com/osTicket/osTicket/issues/new

Reminder: you should not be using a RC (Release Candidate) in a production environment.

ECLAdmin

This was happening before the release candidate was installed. The only reason I installed the RC is to access the merge feature. I've since rolled back my VM to version 1.12.2:

ntozier

So I can't be 100% sure, but it looks like your duplicate tickets should be different tickets.

They appear to have been replied to by someone who is:

not the original ticket owner.
not a collaborator on the ticket.
the Ticket number in the subject does not appear to be an existing ticket

You only gave us two tickets that appear to be duplicates, and the From is both different on both of them, which supports that theory.

Alternatively, if they are replying to a Closed ticket, and you have not allowed tickets to be re-opened on response then a new ticket would be the appropriate action for the system to take.

ECLAdmin

I see. So in the example I gave, I opened the ticket and copied in the support desk of the vendor who will do the work. They have their own ticket system. When the receipt for their system was sent back it created a new ticket in my system. I would think that my system would see a reply and add it to the discussion but you are saying that because it originated from a guest user that is not a part of the conversation that it generated a new ticket.

I am very new to this system so I am getting acquainted with the features and settings. Is there a way to make the system use the ticket number instead or the ticket title as the anchor point?

ntozier

You can try adding the ticket number to the subject. But since their ticket system appears to be adding a ticket number its likely that it will go by actual message-id first, and reject the match. or two ticket numbers might break the thread.

KevinTheJedi

@ECLAdmin

You will have to look at the Email Headers to see why it isn’t threading. You can post them here if you want us to take a look.

Cheers.