Forum GLPI-Project

coaster

Member

Registered: 2009-03-23

Posts: 3

Replies to MailGate email create new Tickets

Hello

Using GLPI 0.71.5

So far we have been able to work through and get the system mostly working,

However I was just informed that replies to a ticket via email creates a new ticket rather then an update
to the exiting one.

So for example I just got a notification of [GLPI #0000060] Entity > Entity | Subject

I then replied as

Re: [GLPI #0000060] Entity > Entity | Subject

The system then responded back with

[GLPI #0000069] Entity > Entity | New ticket - RE: [GLPI #0000060] Entity > Entity | Subject

Could I have a setting messed up somewhere, or is this the way this is supposed to work.

Thanks for the updates.

coaster

Member

Registered: 2009-03-23

Posts: 3

Re: Replies to MailGate email create new Tickets

Ok so I see it does work properly with a ticket created via,

Still trying to see why it does it on some that have either an assigned user, or

Opened by or a requester

coaster

Member

Registered: 2009-03-23

Posts: 3

Re: Replies to MailGate email create new Tickets

Allright, so the problem appears to be related to someone changing the requester field, and then another user from a different email address responded to the email.

This created a new ticket instead of grouping it as part of the existing one, that was in the subject line [GLPI #000000029]

Last edited by coaster (2009-03-23 23:10:05)

nikson

Member

Registered: 2009-03-20

Posts: 6

Re: Replies to MailGate email create new Tickets

Hi I have the same issue if a user emails an issue to GLPI then they can reply to the emails with out creating new tickets which is how it should be.

However if the user uses GLPI to create the ticket then they can not reply to emails as it creates a new ticket!

Is there any way to allow users to reply to emails for tickets that they have created using GLPI and to not create new tickets?

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: Replies to MailGate email create new Tickets

This created a new ticket instead of grouping it as part of the existing one, that was in the subject line [GLPI #000000029]

Yes

Nikson : Normaly reply to email for tickets that they have created  don't create new tickets...

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JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
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