Ive been digging on this one for a while now. Here is my issue:
I have disabled the ability for customers to reopen tickets. We were finding that tickets were being reopened when the customer responded to the notification generated when the ticket was closed. While that solved one issue, it created another. Now, if we close a ticket and the customer responds to the notification with a "thank you", or an auto response, it opens a completely new ticket. Ive tried adding the ticket number to the subject line of every customer facing email template, with and without brackets but nothing works.
What are my options at this point? There is no "ticket closed" email template where I could add "do not reply", and I don't see a clear cut way to add one the Default Template.
Using OSTicket Version 1.10 on Windows2k8r2 through XAMPP
osTicket Versionv1.10 (901e5ea) — Up to date Web Server SoftwareApache/2.4.17 (Win32) OpenSSL/1.0.2d PHP/5.6.23MySQL Version10.1.13PHP Version5.6.23PHP Extensionsgdlib 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 APCu Improves overall performance Zend Opcache Improves overall performance PHP Settingscgi.fix_pathinfo "1" is recommended if AJAX is not working date.timezone America/Denver Database Information and UsageSchemaOST (localhost) Schema Signature98ad7d550c26ac44340350912296e673 Space Used19.58 MiBSpace for Attachments8.88 MiBTimezoneMountain Daylight Time (Interpreted as America/Denver)