Is there a setting to force a new ticket from existing user?

TPE

We want to force a new ticket to be created every time we receive an email message from our phone system., "no-reply@OurPhoneSystem.com".

We do not always want to force a new ticket. We only want to force a new ticket for emails that come from our phone system.

ntozier

You would need to edit the Close status, and make closed tickets not re-open.

You would go to Admin panel -> Manage -> Lists -> Ticket Statuses
Click on Closed
Click on the Item Properties tab
Uncheck "Allow Reopen".

If a ticket was still open and someone replied they would still be able to email the ticket however. I'm not sure that you can get around that.

TPE

Is it possible for the system to be configured such that tickets from a specific email address will be created as new with a status of Closed? Even so, I wouldn't do it... that would make it impossible to reassign each ticket from the phone system user to the appropriate human user and work the case.

The use case: our phone system receives voicemails from all customers, transcribes the voicemail message into an email, and forwards the email to osTicket. In other words, requests from all phone customers appear to come from the same email address... and they get attached to the same ticket.

ntozier

I dont see why you couldn't create a ticket filter that would check for the email address and preclose the ticket

TPE

Unfortunately, preclosing the ticket isn't a good idea. It means that we couldn't reassign it to the proper User, and continue working the ticket.

This seems like a feature request: the osTicket product should contemplate inbound emails from VENDORS. In our case, all emails sent to us from our phone system VENDOR appear to be a single USER when they are actually from multiple different USERS. Similarly, all emails inbound from the BBB appear to be from a single USER when they are actually from different USERs.

KevinTheJedi

@TPE

If they simply sent a new email instead of replying to an existing email it would open new Tickets each time. The reason it's threading through existing Tickets is because they are replying to an existing email so the mail headers match existing Tickets (References/In-Reply-To headers). So simply ask them to create new emails each time.

Cheers.

TPE

KevinTheJedi
We're still getting unexpected behavior
Can you provide us with the matching rules that the system uses to create new tickets?
Or show us the file where the rules are coded?
Or show us documentation that explains it?
Thanks in advance

For example
Use Case:
Inbound email address matches existing user email address AND Inbound email subject matches existing ticket Issue Summary
Action: Append to matching ticket

Use Case:
Inbound email address matches existing user email address AND Inbound email subject does not match any existing ticket Issue Summary
Action: Create new ticket

TPE

Hi,
Thanks for the reply.

Actually, no - our phone system doesn't "reply" to any emails. It transcribes each voice message into text and sends an email to OST.

OST properly created a new ticket for the first email that we received from the phone system.

However, OST has been tacking every subsequent email onto the same ticket.

This is what it looks like after we received 3 voice messages from our phone system (phone numbers changed to protect identity)

E.g.
Ticket 100:
User email: no-reply@virtualphoneservice.com
Correspondence 1: Voicemail from Caller ID 000-000-0001
Correspondence 2: Voicemail from Caller ID 000-000-0002
Correspondence 3: Voicemail from Caller ID 000-000-0003

We expected to see this instead

Ticket 100:
User email: no-reply@virtualphoneservice.com
Correspondence 1: Voicemail from Caller ID 000-000-0001

Ticket 101:
User email: no-reply@virtualphoneservice.com
Correspondence 2: Voicemail from Caller ID 000-000-0002

Ticket 103:
User email: no-reply@virtualphoneservice.com
Correspondence 3: Voicemail from Caller ID 000-000-0003

It sounds like you're saying that only "replies" should be appended to existing tickets, and new emails (non-replies) should create new tickets?

If this is a bug or a setting, please let me know.

KevinTheJedi

TPE https://github.com/osTicket/osTicket/blob/develop/include/class.mailfetch.php#L880-L927

TPE

To be clear, we're asking for a new Filter Action: "FORCE NEW TICKET"

ntozier

I like this idea.

As a side note: These days feature requests are usually done over at github. Open an issue report and pre-fix the title with [Feature Request] here: https://github.com/osTicket/osTicket/issues/new/choose