I've seen a number of posts explaining how to mod files to achieve replies via email to first escalation when using PIPE.PHP, but I could find none for the POP/IMAP fetching methods, so i'm sharing both here:
- If you're piping mail to your box, comment the following in api/pipe.php
//Allow mismatched emails?? For now hell NO.
if(!is_object($ticket) || strcasecmp($ticket->getEmail(),$var)) {
$ticket=null;
- If you're fetching external email via POP/IMAP, comment the following in include/class.mailfetch.php
//Allow mismatched emails?? For now hell NO.
if(!is_object($ticket) || strcasecmp($ticket->getEmail(),$var)) {
$ticket=null;
This will allow anyone to comment a ticket by mailing the collection address and having the appropriate ID (ie: ) in the subject. You can introduce further rules to match local staff by borrowing and adapting available code from the other related threads,
Hope this helps,
Mike