Been running osTicket for a little while now, but over the Christmas period we migrated our email system from exim on cPanel to Office 365. Everything works fine in terms of collecting email from the Office 365 shared mailbox, but for some reason the ticket threading has stopped working, so every email in reply to an original ticket just generate a new ticket. Any ideas why this is and if there's something I need to change to get this working again please? Thanks.

    Just updated to the latest stable version in case that helped, no change.

    Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

    Environment details? (if you can then see Admin panel -> Dashboard -> Information)

    I can see why you might have a problem with new emails going to existing tickets (opened while using the old mail system) might not be added to the ticket correctly since you change mail servers and exim and exchange both handle message-id very differently.

    exim message ids:
    Every message handled by Exim is given a message id which is sixteen characters long. It is divided into three parts, separated by hyphens, for example 16VDhn-0001bo-D3. Each part is a sequence of letters and digits, normally encoding numbers in base 62.

    exchange (o365) message-ids:
    For messages created in Exchange, the value is in the format <GUID@ServerFQDN>, including the angle brackets (< >). For example, 4867a3d78a50438bad95c0f6d072fca5@mailbox01.contoso.com

    Are you having new tickets (opened via email on the new mail system) being updated creating new tickets also?

    edited to add:
    After thought that I should ahve mentioned. We use osTicket with o365 (exchange) and email re-open and update to tickets just fine. We have not had to do any special configuration.

    I'll post the system info after replying.

    So we're having the issue with all new emails generating their own ticket, nothing to do with an O365 email update to an exim-generated ticket. I did a test yesterday to show what's happening:

    • sent an email in, ticket created
    • replied to that email from another email address, new ticket created

    Here's a screenshot of an example (Silent updates and Bellreg 00014339 threads) showing what is happening ticket-wise:

    System information:

    About this osTicket Installation
    Server Information
    osTicket Version v1.15.1 (fe1d1f8) — Up to date
    Web Server Software Apache
    MySQL Version 5.7.33
    PHP Version 7.3.27
    PHP Extensions
    gdlib Used for image manipulation and PDF printing
    imap Used for email fetching
    xml XML API
    xml-dom Used for HTML email processing
    json Improves performance creating and processing JSON
    mbstring Highly recommended for non western european language content
    phar Highly recommended for plugins and language packs
    intl Highly recommended for non western european language content
    fileinfo Used to detect file types for uploads
    zip Used for ticket and task exporting
    APCu Improves overall performance
    Zend Opcache Improves overall performance
    PHP Settings
    cgi.fix_pathinfo "1" is recommended if AJAX is not working
    date.timezone UTC
    Database Information and Usage
    Schema cccbr_osticket (localhost)
    Schema Signature add628927ee030469f5d3272ebda1e16
    Space Used 110.56 MiB
    Space for Attachments 53.65 MiB
    Timezone UTC

    Installed Language Packs
    English - US (English)
    en_US — include/i18n/en_US

    @dougdavis22

    If it’s not threading then that most likely means the headers of the reply does not contain the appropriate references. I would suggest posting the raw mail headers of the original email that created a ticket as well as the raw headers of the subsequent reply. Remove sensitive info of course.

    Cheers.

    OK, here's the full header from an original test message I sent in to the system which generated a ticket:

    And here's the full header of the reply to that ticket that generated a whole new ticket instead of becoming part of the thread of the first:

    Initial email:

    Received: from AM8P190MB0867.EURP190.PROD.OUTLOOK.COM (2603:10a6:20b:1c4::17)
    by DB6P190MB0262.EURP190.PROD.OUTLOOK.COM with HTTPS; Mon, 1 Mar 2021
    12:21:39 +0000
    Authentication-Results: cccbr.org.uk; dkim=error (no key for signature)
    header.d=none;cccbr.org.uk; dmarc=none action=none
    header.from=googlemail.com;
    Received: from AM0P190MB0770.EURP190.PROD.OUTLOOK.COM (2603:10a6:208:19a::20)
    by AM8P190MB0867.EURP190.PROD.OUTLOOK.COM (2603:10a6:20b:1c4::17) with
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    2021 12:21:38 +0000
    Received: from AM0P190MB0770.EURP190.PROD.OUTLOOK.COM ([::1]) by
    AM0P190MB0770.EURP190.PROD.OUTLOOK.COM ([fe80::954e:aeae:8b6e:24cb%7]) with
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    Content-Type: application/ms-tnef; name="winmail.dat"
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    From: Douglas Davis dougdavis22@googlemail.com
    To: Dove dove@cccbr.org.uk
    Subject: Post-upgrade test
    Thread-Topic: Post-upgrade test
    Thread-Index: AQHXDpVsvjxir2zxLUya/gqdSmijhg==
    Date: Mon, 1 Mar 2021 12:21:22 +0000
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    Reply that generated it's own ticket:

    Received: from AM8P190MB0867.EURP190.PROD.OUTLOOK.COM (2603:10a6:20b:1c4::17)
    by DB6P190MB0262.EURP190.PROD.OUTLOOK.COM with HTTPS; Mon, 1 Mar 2021
    12:27:19 +0000
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    by AM8P190MB0867.EURP190.PROD.OUTLOOK.COM (2603:10a6:20b:1c4::17) with
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    From: Doug Davis doug.davis@cccbr.org.uk
    To: Douglas Davis dougdavis22@googlemail.com
    CC: Dove dove@cccbr.org.uk
    Subject: RE: Post-upgrade test
    Thread-Topic: Post-upgrade test
    Thread-Index: AQHXDpVsvjxir2zxLUya/gqdSmijhqpvDyGg
    Date: Mon, 1 Mar 2021 12:27:16 +0000
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    @dougdavis22

    Headers seem fine. The subsequent email contains the appropriate Message-ID in the References. The only thing I can think of is if the Ticket was Closed and you have Closed set to not reopen so the reply opened a new ticket.

    Cheers.

      8 days later

      KevinTheJedi This is happening with open tickets, not closed ones. An example:

      And here's the headers:

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      (version=TLS1 cipher=DES-CBC3-SHA bits=112/168);
      Sun, 07 Mar 2021 13:25:33 -0800 (PST)
      From: "Tim Jackson" tim@timjackson.email
      To: "Dove" dove@cccbr.org.uk
      Subject: Quarter End Pre-Checks
      Date: Sun, 7 Mar 2021 21:26:15 -0000
      Message-ID: <A183F22DC5AC4C6B9D2FD811D320798F@SYCAMORE01>
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      for dove@cccbr.org.uk; Sun, 07 Mar 2021 22:07:18 +0000
      From: "Dickon Love" dickon@lovesguide.com
      To: "'Dove'" dove@cccbr.org.uk
      References: 9b3b4650085c4043adc3026be1fbf745@AM0P190MB0770.EURP190.PROD.OUTLOOK.COM
      In-Reply-To: 9b3b4650085c4043adc3026be1fbf745@AM0P190MB0770.EURP190.PROD.OUTLOOK.COM
      Subject: RE: Quarter End Pre-Checks
      Date: Sun, 7 Mar 2021 22:07:17 -0000
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        @dougdavis22

        As I suspected the headers do not match. The Message-Id from the original email is A183F22DC5AC4C6B9D2FD811D320798F@SYCAMORE01 and the subsequent reply shows References and In-Reply-To as 9b3b4650085c4043adc3026be1fbf745@AM0P190MB0770.EURP190.PROD.OUTLOOK.COM. Since these do not match we have no way of knowing where to thread it to. You will have to contact your mail provider to see why the headers don’t match.

        Cheers.

        9 days later

        Thanks @KevinTheJedi - you're right. It was because we were using a shared mailbox and forwarding the emails received to it, hence the original Message-Id was gone as soon as it was forwarded. All resolved now by changing to a distribution list including the mailbox that OsTicket pulls from.

        5 months later

        You don't need to do anything further to establish or deploy DMARC for your company if you utilize Microsoft 365 but don't use a custom domain. SPF is already configured for you, and Microsoft 365 produces a DKIM signature for your outgoing mail automatically.

        9 months later

        dougdavis22

        We recently setup Osticket and need to setup Fetch using a Office365 Shared Mailbox but we are receiving Authentication Errors. We read the 3 x posts here related to this but still no success.

        Please advise how you set this up?
        Cheers

            JuanPedroLopez

            You probably have Modern Authentication enabled. If that’s the case you’ll need to disable it completely or setup mail piping.

            If Modern Auth is disabled then you most likely have the wrong login info or you have 2FA enabled. If 2FA is enabled you can either disable it or setup an App Password.

            Cheers.

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