Hello,

We have an issue with collaborators not being added in an specific situation:

We have some OSTicket instances where when users receive in their personal e-mail accounts, they redirect that e-mail to an address configured to fetch e-mails and creates the tickets.

When these e-mails have other addresses in the CC: or TO: field, OSTickets creates the tickets but doesn't add the collaborators.

It works fine when the e-mail account has been previously added to the OSTicket email addresses, but this is normally not possible, as usually the email from where it's redirected is the same that the agent email.

We guess this must be due to a bug. Anyone who has found any solution to this problem?

osTicket Version v1.12.5 (933bb1f)
Web Server Software Apache/2.4.25 (Debian)
MySQL Version 10.1.40
PHP Version 7.3.10

Best regards,
Rosa M.

Please define "redirect" as email RFCs do not have a concept of "redirect".
Forward? Reply?

Excuse me ntozier, outlook and other email clients have that feature. While forwarding automatically makes changes to the email, redirect sends the email to the intended party in its originally written state, making it appear as if it was received directly from the original sender. Don't know if there's an RFC's term for that.

That way, the owner of the new ticket is the user who sent us the request.

With Thunderbird, agents who receive in their personal email, emails that would need to be tickets, pick that email and move them to the fetching e-mail and then the new ticket is created in behalf of the original sender.

Rosa

Doing a few google searches it seems that the Outlook "redirect" discretely sends the email to the intended party in its originally written state, making it appear as if it was received directly from the original sender. I do not believe that this "feature" is a standard email feature outlined in email RFCs, so I doubt that osTicket would support it.

@KevinTheJedi is this correct?

@ntozier

Nah, we have people in SS using Redirect all the time. It should keep all Collaborators as it should be a copy of the original email.

Cheers.

@ntozier

No idea. If it's a copy of the original email then it should work. Check the mail in the Inbox and ensure they have the CC present.

Cheers.

7 days later

Hello again,
It has not happen to just one email. It happens all the time and in every test that we do. The collaborators are not added, but it does when the original address is created in the instance's emails.

Best regards,
Rosa

I'll try to put some examples today so you can see exactly what happens.
Speak soon,

Rosa

2 months later
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