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[resolved] Forwarded e-mail doesn't create trouble tickets.
We have OSTicket v1.10 and it's been up and working fine for a few months now. We have a few e-mail addresses set up to check e-mail from an IMAP server and automatically create tickets. One of those is our tech support account email@example.com, and just like clockwork, e-mail sent to that address creates tickets that we can see in the Agent panel.
However, we also have an alias, firstname.lastname@example.org, which sends an e-mail to our billing department, email@example.com and also one to firstname.lastname@example.org. When you send an e-mail to email@example.com, it should also create new tickets in the Agent panel, right?
Apparently not. I can tell that the messages get delivered to firstname.lastname@example.org, and OSTicket downloads them and moves the new messages to the Read folder too. But it doesn't create new tickets. My guess is that this is because the To: line in the e-mail doesn't say "email@example.com" but "firstname.lastname@example.org".
What can I do about this situation?