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

Email messages do not merge in osTicket v1.10-rc.3

Hello

In osTicket v1.10-rc.2 when a user sent a email message with the same subject of an already created ticket, the email message was inserted as a new post on the  initial ticket.

For example:
  1. The user-a@test.com send a email message to support@test.com with subject: "Need your assistance" with CC to user-b@test.com
  2. A new ticket is created with the title "Need your assistance"
  3. The user-b@test.com reply to all senders (with the same subject)
  4. The message from user-b@test.com is appended to the original ticket.
  5. So, there is just one ticket called "Need your assistance" with the messages from user-a@test.com and user-b@test.com
After the installation of the osTicket v1.10-rc.3 this behaviour was broken:
  1. The user-a@test.com send a email message to support@test.com with subject: "Need your assistance" with CC to user-b@test.com
  2. A new ticket is created with the title "Need your assistance"
  3. The user-b@test.com reply to all senders (with the same subject)
  4. The message from user-b@test.com CREATES a NEW ticket (with the same subject).
  5. So, there are two tickets called "Need your assistance", one with the messages from user-a@test.com and the other with the message of user-b@test.com
Is this an expected behaviour? Or is it a bug?

What can I do to return to the original behaviour?

Thank you for your help, and sorry for my english! :)

Dante

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