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

Multiple tickets creatated for single subject or topic

Hi ,

I am currently facing issue with for a single subject or topic i am getting multiple ticktes . This is happening if someone replied to that email. In my tickteing system its creating muliple times with different ticketd ids.


Server Information
osTicket Version    v1.10.1 (9ae093d) —  Up to date
Web Server Software    Apache/2.4.6 (CentOS) PHP/5.4.16
MySQL Version    5.5.56
PHP Version    5.4.16

I have configured my server in CentOS 7 .

Please find the attachemnt to get clear about my issue.


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Comments

  • Please upgrade your PHP to 5.6.

    What are you doing with emails after you collect them? (nothing, delete, move)

    Is the person replying a collaborator on the original ticket?  Do they have an agent account?

    I see that you do not use Ticket numbers in the subject line of your tickets, I would recommend that you change that in the email templates.
  • Hi @ntozier

    I have selected do nothing for my emails. what should i select please recommend me.

    They dont have any agent account , they are just replying to the email from their email account not in OSticket.

    As you are saying to change the subject line with tickets numbers , this can be done in OSticket or my email account. if its in OSticket please let me know where can i  make the changes.
  • "They dont have any agent account , they are just replying to the email from their email account not in OSticket."

    If they are not an agent, and not a collaborator then it is working like it should be.  They are not associated with the ticket, and not an agent.

    "As you are saying to change the subject line with tickets numbers , this can be done in OSticket or my email account. if its in OSticket please let me know where can i  make the changes."
    Admin panel -> Emails -> Templates.

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