Auto merge problem with two different Ticket Numbers in Subject

sapmin

Hello everyone, is it possible to change the way how osTicket automatically merges Tickets with identical Ticket Numbers. We've been trying to make osTicket work in tandem with a Ticketing Tool of one of our clients. The Problem is that replies from our clients create a new ticket because their Ticket Number is in front of ours. Changing how Ticket Numbers are formatted in osTicket didn't help, unfortunately. Any help would be appreciated.

ntozier

So I read this post. I thought about it for a while. I re-read it again.
Honestly, I cannot think of anything that would let you work around this.

@KevinTheJedi do you have any ideas?

sapmin

ntozier KevinTheJedi Thank you for your replies. We managed to work around the issue by changing our Ticketing process.

Cheers

KevinTheJedi

@sapmin

Yes, our system does match Ticket Numbers in the Subject Line however if a non-osTicket Ticket number is in front then our system disregards the Subject Line altogether.

Cheers.