osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go
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Hi,
I am a new and absoulute newbie on osTicket.
We are using osTicket version v1.10 (901e5ea).
Could any one give me a hint where I can read soemthing about how osTicket is working?
Especially I am interested at the moment how the system can detect if an incomming email belongs to an existing ticket.
Recognizes the ticket system only answers as a reply of an existing ticket?
Which role does the ticket number play?
I am interested in this, because I should be the co pilot of our admin of osTicket.
Thanks
Andreas
Comments
Q: Which role does the ticket number play?
A: The ticket number is an easy referrence number for the User (client) to give to an Agent (staff) to identify what ticket they are talking about quickly.
@ntozier
Yes that's what I want to know.
A collegue of mine sent a mail with only the ticket number [#number] in the subject to the ticket system. But unfortunatelly the ticket system generated a new ticket for this mail.
Have you set osTicket to not reopen tickets?
It's clear that the message ID didn't match.
But you wrote that at last the ticket number in the subject will be checked.
And with the correct number in the subject, the system created a new ticket.
How can we set that osTicket not reopens tickets?
What is the connection to this topc?