osTicket ver 1.9.14
I have 2 issues regarding email updates to tickets:
I have 2 issues regarding email updates to tickets:
- Agent email replies to a ticket are not appearing in the client view of the ticket. The attached screen shots are of the same ticket, but from both the agent and client view.
- The email replay displays in the agent view of the ticket.
- The client also fails to receive a notification that the ticket has been updated.
Our setup is based on email piping. Email flows and routes correctly. However if a ticket is closed and the client replies via email, the ticket does not re-open nor does the agent get notified. If the client replies to the ticket to through the web UI, then the ticket reopens I have checked other forum posts about swapping check marks in 'Manage->Lists->Ticket Statuses->Items-Closed-Properties'. I tried it and did not get the desired results. The swap resulted in a new ticket being created.
As an additional request. Is it possible to change the status of a ticket based automatically on the email that posts the update? For example; I have two statuses. WaitingOnClient and WaitingOnAgent. I would like to have the ticket status changed to "WaitingOnClient" when and agent emails and update or "WaitingOnAgent" when a client emails (posts via the UI) an update.