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Email creates new ticket rather than appends to existing ticket with correct subject
Hello, we're having a problem with emails not being filtered and appended to existing tickets correctly. Most of the time the functionality works as expected - if "[#<ticket_number>]" is in the subject line, an email will be appended to the respective existing ticket as a reply. For certain out of office messages, this is not the case and instead a new ticket is created. The new ticket contains "[#<ticket_number>]" in it's subject, where ticket_number already exists in the system! We'd like these out of office messages to be appended to the existing ticket. The out of office message is being generated by a kopano mail server.
I'm not sure where to begin in debugging this. The headers of the email are base64 encoded, from the below it's possible the subject is not parsed correctly, or maybe it is some other header which stops the email being appended to an existing ticket. Could someone make a few suggestions of where to start, or point me to the line of code which processes the headers to decide whether to append to an existing ticket or create a new one? Is it in 'include/class.mailfetch.php'?
From: =?UTF-8?B?TWFyayBBbnRob255?= <REMOVED@comm-tech.org>
Date: Thu, 12 Oct 2017 14:21:05 +0100
Content-Type: text/plain; charset=utf-8; format=flowed
osTicket Version v1.9.14 (8b927a0)
Web Server Software Apache/2.4.7 (Ubuntu)
MySQL Version 5.5.52
PHP Version 5.5.9-1ubuntu4.22