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Mixup on Department Assignment

Hi All

I am getting a strange scenario in my production environment (Ubuntu 16.04, osTicket 1.10, Php 5.6, Mysql 5.7, Apache).

Lets say I have 2 email addresses configured in my system & Any mail that comes to goes to Dept-A and any mail that comes to goes to Dept-B.

Now I have a scenario where a single mail is marked to both and As per my business requirements, all such mails should goto Dept-B as it has a precedence. However, depending upon which email account goes first to fetch the mail, the corresponding department gets assigned (and the mail from second mail account upon fetching would get treated as duplicate of the first one and hence gets ignored)

To circumvent this issue, I created a filter on (mail account) to "Archive/Skip inbox" in case is also marked on the mail. So I would expect this to force the mail to be fetched from and hence get assigned to Dept-B. In reality, there are some tickets which still get assigned to Dept-A (I checked the corresponding mails in the mailbox of and they have been archived - so it is not getting fetched from that account).

Any help/pointers in solving this issue will be of great help!

Thanks in advance!


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    actual filter settings?
  • I'd be interested in this also if you find a good workaround. We see this a little with emails which legitimately should go to multiple departments.
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