[resolved] Staff reply to ticket assignment alert wrongly creating a new ticket

abdelrhman

hi,
My osTicket Version: v1.12.5
PHP Version: 7.3.9

I'm using POP to fetch incoming Emails and it's working fine except one case:
when staff replies to Ticket Assignment alert mail this is wrongly creating a new ticket instead of appending his reply as a thread entry to the original ticket.
please advise!

ntozier

Is the staff a collaborator on the ticket?

Are the responding out of order?

abdelrhman

Is the staff a collaborator on the ticket?
=> No
Are the responding out of order?
=> No
here is the scenario:

User u1 created a ticket
The ticket was assigned to Staff s1
s1 received an assignment alert mail
s1 replied to this email
a new ticket is created with s1 reply as ticket issue details instead of appending his reply to the original ticket

KevinTheJedi

@abdelrhman

Since this is an alert, it will have no In-Reply-To and References headers. Without the In-Reply-To and References headers we cannot thread through a ticket as we don't know what it's in reference to so we open a new ticket. You will have to modify the code to add In-Reply-To and/or References headers to the Assignment Alerts so when an Agent responds it will thread through the ticket as an Internal Note.

TLDR;
This is intended behavior.

Cheers.

abdelrhman

KevinTheJedi
Thank you!

abdelrhman

It's working now.
you can mark this as solved.
thank you