Hi,

I recently upgraded from 1.12.x to 1.14.6 and noticed a difference in how email ticketing works

Flow In 1.12.x:

Send email to support.domain.com with descriptive subject and add collaborators as CC’s

OSTicket replies to sender with a email including the ticket number in the subject.

Sender replies to email with ticket number in the subject

OSticket adds senders email directly to the ticket

OSTickets distribute senders email to all collaborators.

In turn, collaborators can reply to email with ticket number in the subject and the response will get added to the ticket and distributed.

Flow In 1.14.6:

Send email to support.domain.com with descriptive subject and add collaborators as CC’s

OSTicket replies to sender with a email including the ticket number in the subject.

Sender replies to email with ticket number in the subject

OSticket adds senders email directly to the ticket

This is where it breaks: OSTickets DOES NOT distribute senders email to all collaborators.

I really need this to work… is there a fix or a workaround? In version 1.12.x it work great. I did not change any settings after the upgrade and all looks like should function the same in 1.14.6

I have searched the documentation and the forums and have not found any answers.

Any help you can provide would be greatly appreciated!