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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

using the "reply-to" header field

I'm using a site chat system that will send the user's enquiry by email if no operator is available. So I set it to be sent to OSTicket..

The from address is:"no-reply@site.com"
The reply-to header contains the actual users email address

I've set up OSTicket Filter rules:
Email -> Equal -> no-reply@site.com
Ticket Filter Actions:
Reply-To Email: Ticked Use Reply-To-Email

OSTicket successfully captures the emails from no-reply@site.com but on replying to the ticket it still gets sent to the no-reply@site.com..

How can I sort this?

Comments

  • Are you sure the filter is enabled? 

    What target did you select?
  • It's definately enabled as it will assign the ticket to a certain staff member I also setup in the filter.
    The target I selected is "Specific System email" -> "query@mysite.co.uk"
  • Change target to Emails (all emails) and see if that makes a difference. 
  • Thanks for your help Peter, but that hasn't worked. I assume OSticket is supposed to use a "reply-to" header if I tick "Use Reply-To-Email" ?
  • Yes, it should - if it's available. Care to post a sample header of the emails sent by site.com (you can redact personal info) or PM me directly.

    Thanks,
  • edited January 2014
    Hi Peter, thanks for getting back to me, I didn't notice! Here are the headers:

    Received: from o1.email.olark.com ([xxx.xxx.xx.xx]) by oursite.co.uk with MailEnable ESMTP; Sun, 12 Jan 2014 14:41:03 +0000
    DKIM-Signature: v=1; a=rsa-sha1; c=relaxed; d=olark.com;
        h=content-type:mime-version:subject:from:reply-to:to; s=smtpapi;
        bh=87flp2kL9hzDep4tLE0+hWFGUTI=; b=Q+yR5OEnXcEZSPad8v/BfcSVQ0QBG
        LA0f3U2SYGgxkIxUB0UN1QRL3Er/vXPvE28Y+AnxCGK/4A4VH9JD7cHNh1WmaGhH
        TruSnmtVFwmaoZ1U7zgQd44bta+flD3UW5b4ju6ARdKfTv448UPb4lwuh/pDGdNC
        qxn/PIVZ9sJ3uQ=
    DomainKey-Signature: a=rsa-sha1; c=nofws; d=olark.com;
        h=content-type:mime-version:subject:from:reply-to:to; q=dns;
        s=smtpapi; b=kja/GqkIok/RZga/qNw4n/U8lpSSGuBh1w0Lv7FaWZOoOKnylwP
        pPTPLHYc0scpKbgOCkdDDw3gplsN4HLVN75pD7uhmIIXlSvWKzvwC6oWYZTpCOHO
        ZWBBOIpu+pl6775r+clPBTGbBxpgMv1jlY40f/3+2GjbbdSN1fM7O+28=
    Received: by filter-147.sjc1.sendgrid.net with SMTP id filter-147.2614.52D2A97C2
            Sun, 12 Jan 2014 14:41:00 +0000 (GMT)
    Received: from prod1.olark.net (173-203-222-183.static.cloud-ips.com [173.203.222.183])
        by ismtpd-025 (SG) with ESMTP id 14386e60f35.1855f.28e16
        for <smtpdummy@olark.com>; Sun, 12 Jan 2014 14:41:00 +0000 (GMT)
    Content-Type: multipart/alternative;
        boundary="===============5186520881368794375=="
    MIME-Version: 1.0
    Subject: =?utf-8?q?maryxxxx=40hotmail=2Ecom_wrote_you_a_note?=
    From: Mary Stuart-Smith <no-reply@olark.com>
    Reply-To: Mary Stuart-Smith <maryxxxx@hotmail.com>
    To: dev@oursite.co.uk
    Message-ID: <14386e60f35.1855f.28e16@ismtpd-025>
    Date: Sun, 12 Jan 2014 14:41:00 +0000 (GMT)
    X-SG-EID: 4LQOI7WeTpo5ayBiW3r8mrGZsYk3kEZn6tFefKW4xMaFk5uoLgng6ZeSKz/PYPdcvcEx18uZPeBcEoS25kEDXUMRtZalEiOrCUFw0co5h4PfGbhGsghBSf+CHdDiqeIlZr4VJpouTgXQ/0FnboznLP7i1b67nVMaR4JiJWQ2PEU=
    X-SG-ID: paSW8O9VdekKbgdNo4XyW7oAOloIFrm05wms6z2tmLsS9bAIq+Y7Ro6hm8xOCMnNDgwVicbuzYKjhJSABaTi36Fl8+IZfBUMqPDOXkhOu6OG4E1YnyUhaGaAw6v5WOj1X4X5F0soqmQy9HyITqbs2Q==
    Received-SPF: pass (oursite.co.uk: domain of email.olark.com designates 208.117.48.32 as permitted sender)
        client-ip=208.117.48.32
    X-Envelope-Sender: bounces+33561-2b47-dev=oursite.co.uk@email.olark.com
    X-ME-Bayesian: 0.000000
    Return-Path: <bounces+33561-2b47-dev=oursite.co.uk@email.olark.com>

  • Hi!

    I am using 1.8.0.1 and have the same issue. Do you know more about it?

    Sweeny
  • Hey there

    on my side, it works properly... for the email address only... for the name it uses the name of the FROM header, I end up with an end user account : No Reply <user@address.com>

    Any solution to get the Name and Firstname fron the reply-to header too?
  • Zombie thread from Jan 2014.
    Killing the zombie with a head shot.
    Please start a new thread @Memes if you are having an issue.
    You would also want to include the version that you are running and Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.
This discussion has been closed.