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Thoughts on replies to tickets
osticket version : 1.7.0 stable
I'm not sure where to start this thread, so I'll put it under general. I want to get some thoughts on the best way to avoid replies to emails creating new tickets. It's a simple enough issue, but I'd like to get some input.
Here's the scenario :
1. Jane creates a ticket by sending an email to [email]firstname.lastname@example.org[/email].
2. I go in and post a reply to Jane through osticket's interface.
3. Jane replies to that email and a new ticket is created (I don't want this new ticket to be created because the ticket was created in step 1 above).
When I was running 1.6 I added some code that just had osticket ignore any tickets that contained "[rR][eE]":, which is a really dirty, hacky way to do it.
Now that I'm running 7, I'd like to be able to keep the code untouched if possible.
I've thought that maybe I could change the reply to address when the emails go back out (I haven't looked into this as far as whether or not you can do it from osticket's prefs).
Or I could modify the code that creates tickets from emails and do the same thing that I was doing in 1.6.
Has anyone else ran into this and if so, what did you do to get around it?