EMail piping - Allow al mails when tracking ID is within subject

[Uli Jansma]

Hello,

We use HESK for our company (25 fte) to register our incidents, changes, problems and projects. Sometimes, we need to assign a ticket to a supplier/vendor. I've added them as a worker within HESK, and added their ticket system e-mail address.

The good news is: As soon I assign the ticket to one of them, they will receive the ticket by mail and will create automatically a ticket within their own system. They will also send automatically a message to our ticket system with our and their own ticket number. Also a status update will be send by them and also the closure mail.

The bad news is: HESK will always create a new ticket ...

Is there a way to tell HESK, to accept ANY mail and to update the ticket system, when OUR ticket ID is within the subject of the mail?

I can't ask the supplier/vendor to work within out ticket system

Best regards,
Uli

[Klemen]

I'm not 100% sure what is happening (would have to see it all in practice), but it's likely that a new ticket is being generated due to an email address mismatch.

If this is the case, it can be fixed by deleting/commenting lines 133-137 in file inc/pipe_functions.inc.php

Code: Select all

	        // Do email addresses match?
	        if ( strpos( strtolower($ticket['email']), strtolower($tmpvar['email']) ) === false )
	        {
	        	$tmpvar['trackid'] = '';
	        }

If the vendor also uses Hesk, the issue could be only the first matched Hesk tracking ID in the subject is checked. The code would need to be modified to search for all found matches in the database.