Hello everyone!
I have set up osTicket to use the department's email address for sending out "ticket opened" notifications so users can directly respond to that email.
The (only) department's email address is the main address for osTicket.
Spam-mails usually use forged sender addresses.
Whenever a spam-mail hits osTicket, osTicket will send a "ticket opened" notification to the fake sender. Because the mailbox of the faked sender usually doesn't exist or is flooded, the sender's mailserver will send a "unable to deliver" notification back to which osTicket will instantly create another new ticket and send out a notification and so on.
I know that there is an option to limit open tickets from one unique sender-address but that's only partially helping.
What I am really confused about is why all those emails do not get attached to the existing ticket?
I mean, thats what should happen, right?
The "unable to deliver" emails contain the original email as an attachment. Is that the cause?
How does osTicket attache emails to existing tickets? Does it just parse the subject or is the entire body being scanned for a ticket-number?
Is there a flaw in my setup/thinking or is this "by design"?
I am confused...
Please spread some light.
Thanks a lot!
DiePlage