Email replies absorption into current tickets.

[VidiotsAGL]

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i'm trying to determine the process for absorbing email chains and replies into tickets.
I've tried putting [#ticket number] in the subject with and without RE: before it and it creates a ticket.

But if I reply to a ticket that came from the ticketing emailer, even though the subject appears to be identical, THEN it will absorb into the ticket and not create a new one.

is there a detailed explanation of how to properly reply to an email into a ticket?

[Klemen]

Two "if"s need to be satisfied for the reply to be detected (and not created a new ticket).

1. ticket tracking ID must be in the subject line (like "[#XXX-XXX-XXXX]"), AND
2. email must come from the same person who submitted the ticket

If you have the ID in the subject line then you are probably failing at 2. above?

If the ticket as created by john@doe.com then only emails from john@doe.com will be allowed to reply.

Note that staff members must always use the web interface to reply, only customers can reply via email.

[VidiotsAGL]

understood.
Thank you!

[VidiotsAGL]

after collaboration with the people i'm working with, i think this isn't going to work out if the only person that can email/reply without creating a new ticket is the one customer deemed as owner of ticket.

is it deeply/complicated rolled into the code where a modification to it would be challenging to enable any email reply, so long as the subject is correct, is included in a ticket?

[Klemen]

You can change that in file /inc/pipe_functions.inc.php

1. open it in Notepad++ or some other powerful text editor (do not use Microsoft Notepad)
2. find this code

Code: Select all

if ( strpos( strtolower($ticket['email']), strtolower($tmpvar['email']) ) === false )

3. change it to this, so it never returns true:

Code: Select all

if (1 == 2)

4. save, upload and test

Notes:

1. Admin replies will still not be tracked properly unless they are submitted through the web interface.
2. You should enable "Multiple emails: Allow customers to enter multiple contact emails" in admin > Settings > Emails
3. Not sure if future updates will break this functionality or cause new problems

[VidiotsAGL]

Thank you!
I appreciate the work you put into this.
I'll take a look and do some testing.