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The osTicket open source ticketing system official project repository, for versions 1.8 and later
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Client reply to email opens as a new ticket(it works with cc, but not ok with to) #1048

Closed nancykyo closed 4 years ago

nancykyo commented 10 years ago

Client reply to email opens as a new ticket(it works with cc, but not ok with to)

this one is ok, for I do 'cc' while sending a mail to open a ticket image

image

it seems like a mailparse problem. the belowing is seperated, for I using 'to', not 'cc' strictly.

image

image

Hope that I've describe the problem clearly..

kioan commented 10 years ago

Could you please post the full email headers of both the above email replies and the email that opened the ticket in the first place.

Does the Message-ID: of the first email match the References: and In-Reply-To: fields of the replies?

molul commented 8 years ago

I'm having the same problem in osTicket 1.9.8 with a chinese customer who uses an email client called qqmail. Everytime he replies to a ticket through mail he opens a new ticket, and he's by far the client that writes to us the most, hehe.

I checked two of his emails and "references" or "in-reply-to" fields don't even appear in the mail's headers. I wonder if there might be something he could configure in his email client to make this work. If not, a merge tickets (already asked, I think) utility would do the trick.

Here are the headers. First email:

Return-Path: litianyu@sanitec.net.cn X-Original-To: support@brainstorm.es Delivered-To: support@brainstorm.es Received: from regular1.263xmail.com (regular1.263xmail.com [211.150.99.137]) (using TLSv1 with cipher ADH-AES256-SHA (256/256 bits)) (No client certificate requested) by smtp.brainstorm.es (Postfix) with ESMTP id 3E01A399635; Mon, 19 Oct 2015 15:11:22 +0200 (CEST) Received: from litianyu?sanitec.net.cn (unknown [192.168.167.211]) by regular1.263xmail.com (Postfix) with SMTP id E5F60902A; Mon, 19 Oct 2015 21:11:12 +0800 (CST) X-263anti-spam:RES:Ip; X-MAIL-GRAY:0 X-MAIL-DELIVERY:1 Received: from wmthree-7 (localhost.localdomain [127.0.0.1]) by smtp.263.net (Postfix) with ESMTP id 3DC5144B; Mon, 19 Oct 2015 21:11:15 +0800 (CST) X-RL-SENDER:litianyu@sanitec.net.cn X-FST-TO:support@brainstorm.es X-SENDER-IP:192.168.167.111 X-LOGIN-NAME:wmsendmail@net263.com X-UNIQUE-TAG:<567befbd1122f49741fdd0ec647085a8> X-ATTACHMENT-NUM:0 X-SENDER:litianyu@sanitec.net.cn X-DNS-TYPE:0 Received: from wmthree-7 (unknown [192.168.167.111]) by smtp.263.net (Postfix) whith ESMTP id 11423KXRFT3; Mon, 19 Oct 2015 21:11:15 +0800 (CST) Date: Mon, 19 Oct 2015 21:11:15 +0800 (CST) From: =?UTF-8?B?5p2O5aSp5a6H?= litianyu@sanitec.net.cn To: =?UTF-8?B?c3VwcG9ydA==?= support@brainstorm.es Cc: =?UTF-8?B?ZGlzdHJpYnV0b3I=?= distributor_support@brainstorm.es, =?UTF-8?B?Qm9yamEgQ2hpcml2ZWxsYQ==?= bchirivella@brainstorm.es, =?UTF-8?B?bGl1Zg==?= liuf@vip.163.com, =?UTF-8?B?bGl3ZW5xaW5n?= liwenqing@sanitec.net.cn, =?UTF-8?B?5a6L5ram5p2w?= songrunjie@sanitec.net.cn Message-ID: 1177553564.2090494.1445260275278.JavaMail.root@wmthree-7 Subject: =?UTF-8?B?Rnc6aW1wb3J0YW50X3F1ZXN0aW9u?= MIME-Version: 1.0 Content-Type: text/html; charset=utf-8 Content-Transfer-Encoding: base64 X-Send-Individually: 0 X-Reply-Previous-EmailId: X-Priority: 3

And first reply:

Return-Path: litianyu@sanitec.net.cn X-Original-To: support@brainstorm.es Delivered-To: support@brainstorm.es Received: from regular1.263xmail.com (regular1.263xmail.com [211.150.99.138]) (using TLSv1 with cipher ADH-AES256-SHA (256/256 bits)) (No client certificate requested) by smtp.brainstorm.es (Postfix) with ESMTP id AC522399635 for support@brainstorm.es; Tue, 20 Oct 2015 11:55:34 +0200 (CEST) Received: from litianyu?sanitec.net.cn (unknown [192.168.167.220]) by regular1.263xmail.com (Postfix) with SMTP id 11009502F for support@brainstorm.es; Tue, 20 Oct 2015 17:55:26 +0800 (CST) X-263anti-spam:bpcheck:1; X-MAIL-GRAY:0 X-MAIL-DELIVERY:1 X-ADDR-CHECKED:0 Received: from wmthree-6 (localhost.localdomain [127.0.0.1]) by smtp.263.net (Postfix) with ESMTP id 1478E449 for support@brainstorm.es; Tue, 20 Oct 2015 17:55:26 +0800 (CST) X-RL-SENDER:litianyu@sanitec.net.cn X-FST-TO:support@brainstorm.es X-SENDER-IP:192.168.166.104 X-LOGIN-NAME:wmsendmail@net263.com X-UNIQUE-TAG:<285982298b484dd1c0c5fad16d9316ce> X-ATTACHMENT-NUM:0 X-SENDER:litianyu@sanitec.net.cn X-DNS-TYPE:0 Received: from wmthree-6 (unknown [192.168.166.104]) by smtp.263.net (Postfix) whith ESMTP id 10533RMG0EX; Tue, 20 Oct 2015 17:55:27 +0800 (CST) Date: Tue, 20 Oct 2015 17:55:27 +0800 (CST) From: =?UTF-8?B?5p2O5aSp5a6H?= litianyu@sanitec.net.cn To: =?UTF-8?B?QnJhaW5zdG9ybSBNdWx0aW1lZGlhIFN1cHBvcnQg?= support@brainstorm.es Message-ID: 880251356.371460.1445334927965.JavaMail.xmail@wmthree-6 Subject: =?UTF-8?B?UmU6UmU6IEZ3OmltcG9ydGFudF9xdWVzdGlvbg==?= MIME-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_371459_343762198.1445334927965" X-Send-Individually: 0 X-Reply-Previous-EmailId: X-Priority: 3

ntozier commented 8 years ago

Have you tried adding the ticket number to the subject in the templates as described in other threads?

molul commented 8 years ago

Thanks, I've just done it. Hope it works :)