Automatic system transfer when replied by email

markus-h

Since we upgraded our OSTicket to 1.14.3 (Apache, MySQl 10.0.35, PHP 7.0.7), we have the following problem:

Our 2nd Department opens a new ticket for a user
The agent replies to it in the webversion
Now the user replies to the ticket via email
The email is merged to the ticket, but the ticket gets transfered by the system to our main department (the same department, that is selected when they open a new ticket via email)
Last but not least, I (part of the main department) can't transfer, or reffer the ticket to the agent or the 2nd department. The agent/team is still assigent.

Has anybody else experienced this? Any suggestions?

KevinTheJedi

I haven’t heard of that nor seen that before. Do you have a screenshot of the Thread Events? The Thread Events should show when it was transferred and who transferred it.

Cheers.

markus-h

@KevinTheJedi
Attached are some screenshots. The first one show the status, when it was created.
The second and third one show the events.
For your information:
Softwarentwicklung is the second department
Systemintegration is our main department

Thanks for the help

KevinTheJedi

@markus-h

Okay, so to me it looks like the Ticket was created in the Softwarenentwicklung Department and when a User or Collaborator replied they included the System Email for Systemintegration (either in the To field or CC field) and the System Referred the Ticket to that Department. Since 1.11.x (I think) we've added the ability to Refer Tickets to other Departments. Part of these changes included functionality where if a Ticket is created in Department 1 and during creation or later includes another Department Email we Refer the Ticket to that Department. Referring is different than Transferring as Transferring changes the Ticket's Department completely whereas Referring gives Referral Access to the other Department.

All in all this is expected behavior (unless the User/Collab didn't include another Department email in their message).

Cheers.

markus-h

@KevinTheJedi
We only use one email address for all departments. So if I want to change the behavior, I probably need to create a second email just for the second department. Am I right?

Thanks for the help!

KevinTheJedi

@markus-h

So you only have 1 System Email configured under Admin Panel > Emails > Emails? If so, then what I said above wouldn't apply.

If you do have 2 or more System Emails configured you should check each Email itself and look at the Department that is set for it.

You should also check the mail headers from the User's Message that caused the Transfer. You can click the dropdown arrow on the thread entry and select View Email Headers. Here you can see if they either put two System Emails in the TO field or if they put a second System Email in the CC field.

Cheers.

markus-h

we have in total 3 emails configured, but only the default ones (noreply, alerts and ticket). We only use the ticket one though and in the email configuration Systemintegration is set as default department.
In the departments the Auto-Response Email is set to ticket@...

I also checked the email header, but there is only the one email (ticket@...)

I hope this isn't to confusing.