Replying to Emails doesn't update ticket

qbsconnerh

We have an issue where the ticket is not updated when people reply to tickets via email. It is not a consistent issue because sometimes when people reply, the ticket updates but most of the time the ticket does not get updated. Any ideas?

ramrajone

qbsconnerh
Can you give little more info on what's your current version of web server, PHP and osticket is?? and what kind of error if any user getting when they reply?
Also, have you checked the logs on admin panel /scp/logs.php

qbsconnerh

Web Server Software Apache/2.4.25 (Win32) OpenSSL/1.0.2j PHP/5.6.30
PHP Version 5.6.30
osTicket Version v1.10 (901e5ea)

Users are not getting any error messages after they reply via email.
Yes, I have checked the logs and there are no abnormal logs and nothing relating to the emails.

ntozier

1.10 is ancient, I would recommend that you upgrade to 1.10.7 or 1.12.3 and see if this problem still persists.

qbsconnerh

That is what we were thinking too. We will work on getting it updated and see if that fixes the issue.

Thanks!