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

[resolved] Forwarded e-mail doesn't create trouble tickets.

Hi everybody!

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 support@ourdomain.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, confirm@ourdomain.com, which sends an e-mail to our billing department, billing@ourdomain.com and also one to support@ourdomain.com. When you send an e-mail to confirm@ourdomain.com, it should also create new tickets in the Agent panel, right?

Apparently not. I can tell that the messages get delivered to support@ourdomain.com, 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 "support@ourdomain.com" but "confirm@ourdomain.com". 

What can I do about this situation? 
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Comments

  • Hi ernied

    After I read your comments some the setting wasn't correct, and I am here to collaborate

    Your second line of your comments, When the User create a new ticket Admin / Your going to received the notification / alert email the ticket has been created, and if I may ask how was the setup? of  Agent / Department email, and Manage -> Help Topics, Could you please there very well

    Your  third line of your comments; I am too clear at this point, What exactly your Guest been complain, or they to suggest they cannot create a ticket or what?

  • You can add as many email addresses to osticket as you like, if they are aliases of another account, just don't configure fetching for the aliases.
  • Thanks for the help Grizly! That was all I needed to do.
  • No worries mate, It's a handy trick, because each address can point to a different department etc.

    Paging @ntozier, you can probably close this now.
This discussion has been closed.