Hello
In osTicket v1.10-rc.2 when a user sent a email message with the same subject of an already created ticket, the email message was inserted as a new post on the initial ticket.
For example:
What can I do to return to the original behaviour?
Thank you for your help, and sorry for my english! :)
Dante
In osTicket v1.10-rc.2 when a user sent a email message with the same subject of an already created ticket, the email message was inserted as a new post on the initial ticket.
For example:
- The user-a@test.com send a email message to support@test.com with subject: "Need your assistance" with CC to user-b@test.com
- A new ticket is created with the title "Need your assistance"
- The user-b@test.com reply to all senders (with the same subject)
- The message from user-b@test.com is appended to the original ticket.
- So, there is just one ticket called "Need your assistance" with the messages from user-a@test.com and user-b@test.com
- The user-a@test.com send a email message to support@test.com with subject: "Need your assistance" with CC to user-b@test.com
- A new ticket is created with the title "Need your assistance"
- The user-b@test.com reply to all senders (with the same subject)
- The message from user-b@test.com CREATES a NEW ticket (with the same subject).
- So, there are two tickets called "Need your assistance", one with the messages from user-a@test.com and the other with the message of user-b@test.com
What can I do to return to the original behaviour?
Thank you for your help, and sorry for my english! :)
Dante