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Hello,
The following issue occurs:
A user sends an email to support.
GLPi, through the "Mailgate" function, creates the ticket and deletes the email from the inbox.
Support replies to the ticket through GLPi.
The response reaches the user via email.
The user replies to the email to continue with the issue.
At this point, GLPi should interpret the thread as a reply to a ticket and upload it to the platform, updating the ticket with the user's latest response.
However, what actually happens is that GLPi does not manage that response through "Mailgate"; it just leaves it there, and if I try to force the upload by clicking on "Retrieve requests by email now," I get the following message:
If you reject the solution, you must specify a reason
Number of messages: available=1, imported=0, retrieved=1, rejected=0, errors=1, blacklisted=0
I need help with this. Has anyone been able to get GLPi to correctly manage email threads and update the ticket on the platform?
Thanks in advance, best regards!
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