[resolved] Two Mails, same sender, same ticket

cosoftas

Hi together,
i have a curious problem with our fresh osTicket 14.1 instance. We've received two mails from the same sender within 2 days. The first mail on 05.05 opened a new ticket. The second mail (07.05.) didn't open a new ticket, it was attached to the first ticket.

I've checked the mail headers, message id etc. but the only similarity is the mail subject, that differs in 3 numbers.

Greetings
AS

ntozier

Unless something has changed that I am not aware of:

osTicket checks message-id first and tries to compare it to existing message-ids.
Then it checks the reference-id and in-reply-to.
Lastly if all else fails it checks the message subject for the ticket to see if it matches an existing ticket.

It sounds to me like that last check is what is tripping up the system as the first couple checks apparently failed.

cosoftas

Thank you. I've checked the header again. The second mail header had an "in-reply-to" line with the first mail's message id . The sender didn't send a new mail. He used the original mail and replied to it. I think we can say that osTicket did everything as it should.... 😁

ntozier

You're welcome. I'll close this thread and mark it resolved.