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

topic is not assigned to email based ticket

Hello,

confguration--
osTicket (v1.9.1)
topic name -- Helpdesk
department -- support
assigned to team -- helpdesk team

I have configured helpdesk@... email id to fetch on auto-cron
Helpdesk topic is created which assigns ticket to helpdesk-team. If user creates ticket using web & select helpdesk as topic, tickets are getting assigned to helpdesk-team. And mail alert is sent to entire team.
I was expecting same behavior for email based ticket.
But when mail is sent to helpdesk@... ticket is not getting assigned to helpdesk topic, whereas admin & user receives email alert for new ticket. So team is unaware for newly created ticket unless admin or user points out.

I have attached two snaps for configuration details. Pl point me to right direction to fix it.

Comments

  • attachments--
    ost1.png
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    ost2.png
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