View Full Version : Email creates new ticket.
So I have email piping up. I have a user reply to an email for support and it creates a new ticket for them what should I do?
timdubi
05-06-2008, 05:37 AM
Same Problem!
Is this solved? Yes? How?
We always get a new ticket, even if the e-mail is send to the default e-mail Adress. It seemts like that the parsing of the ticket-ID is bad. Can anybody confirm this? Or let me know i can fix it.
THX Thomas
Are you sure the brackets [] are left around the ticket number in the subject when a reply is sent?
timdubi
05-13-2008, 09:12 AM
Yes! -> Antwort: [#352023] FSK-16 / ...
That is an typical answer - anyway we get an new Ticket.
ADD: Is it possible, that some of the distinguishing characteristics are not recognized? # []
pinewood
07-14-2009, 07:36 AM
All working fine exept - reply e-mails create new tickets.
Is there any solution for this problem ?
Alive
07-18-2009, 09:36 AM
All working fine exept - reply e-mails create new tickets.
Is there any solution for this problem ?
Has anyone found a solution for this. no matter what i do i too experience the above. if a ticket has been created and an autoresponse/reply is sent to a client, when they reply to it, it should update existing ticket, instead it re-issues a new ticket number and keeps the previous one in subject line. so now they have 2.
it somehow not reading/knows its a reply to an existing one.
Anyone got a solution?
Quinty
07-20-2009, 04:59 AM
Same problem over here...
The first months it went okay but now osTicket creates a new ticket of every ticket reply. Very annoying.
We also have the [Suppor Ticket #ticketnmbr] in the subject.
Nobody found a fix/workaround yet?
peter
07-20-2009, 10:24 AM
Alive: Most likely the user's reply email address differs from the original email. osTicket applies strict matching before appending the message. Ticket ID and email address must match the original.
Quinty: You can not rename/translate variables #ticketnmbr is not a supported template variable. See http://osticket.com/wiki/Email_Templates
scottro
07-23-2009, 09:06 AM
I'm having the same issue. My templates are setup with:
Support Ticket Opened [INS Ticket #%ticket]
[INS Ticket #%ticket] Message Added
[INS Ticket #%ticket] %subject
I am replying with the same email address. Even in testing when I reply to the same email over and over again each time it will make a new ticket.
Doing a search also confirms that all of these tickets/emails are from the same email address.
Please help - we are looking into implementing this very soon for a fairly large ISP.
Thank you!
scottro
07-23-2009, 09:16 AM
Ok, I think i found a resolution to this:
Instead of the following:
Support Ticket Opened [INS Ticket #%ticket]
[INS Ticket #%ticket] Message Added
[INS Ticket #%ticket] %subject
I changed them to:
INS Ticket Opened [#%ticket]
INS [#%ticket] Message Added
INS [#%ticket] %subject
And now everything appears to be functioning. So I assume the parsing is on [#%ticket].
peter
07-23-2009, 09:17 AM
Support Ticket Opened [INS Ticket #%ticket]
[INS Ticket #%ticket] Message Added
[INS Ticket #%ticket] %subject
The parser is looking for [#ticket] on the subject line, you are adding INS Ticket to the mix.