POP fetching changed ticket, creates new ticket!

[lupolo]

Hello,

I think there is a BUG in the POP fetching, so wenn a customer reply's to a ticket what is closed it will create a new ticket. The customers are able to open closed tickets.

[Klemen]

I just tested it and it works fine on my server - even closed tickets are properly updated.

Did you make any changes to the hesk_email2ticket function? The original function will match ticket ID with any ticket, not just open ones.

If you didn't make any changes, what was the exact subject of the email you received an wasn't detected as a reply?

[lupolo]

Could it be that the ticket category is chanced in the mean time?

A customer will email the ticket after its add in the Hesk whe will move it to the righy category.

How can i fix this?

[Klemen]

No, category change doesn't affect anything.

The only reason a new ticket would be created instead of updating the old one here would be missing the required tracking ID [#XXX-XXX-XXXX] in the reply email subject.

[lupolo]

found the problem! The text in text.php was double one without the tracking ID