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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 A@A.com & B@B.com. Any mail that comes to A@A.com goes to Dept-A and any mail that comes to B@B.com goes to Dept-B.

Now I have a scenario where a single mail is marked to both A@A.com and B@B.com. 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 A@A.com (mail account) to "Archive/Skip inbox" in case B@B.com is also marked on the mail. So I would expect this to force the mail to be fetched from B@B.com 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tickets which still get assigned to Dept-A (I checked the corresponding mails in the mailbox of A@A.com and they have been archived - so it is not getting fetched from that account).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!
Manish 

Comments

  • Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.

    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.
  • I dont think sending mails to multiple department is supported by osTicket. As a matter of fact, it is against the design of osTicket.

    To resolve my issue, I merged the departments and that sorted the issue. :-P
  • you could have also resolved this by using a mailing list at the mailserver level.  And have osTicket send the department announcements to the admin, and set the admin email for the departments to the mailing list.
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