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POP fetching changed ticket, creates new ticket!
Posted: Thu Nov 29, 2012 1:08 pm
by 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.
Re: POP fetching closed ticket, creates new ticket
Posted: Fri Nov 30, 2012 3:33 pm
by 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?
Re: POP fetching closed ticket, creates new ticket
Posted: Fri Jan 04, 2013 7:48 am
by 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?
Re: POP fetching changed ticket, creates new ticket!
Posted: Fri Jan 04, 2013 3:26 pm
by 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.
Re: POP fetching changed ticket, creates new ticket!
Posted: Mon Feb 11, 2013 3:23 pm
by lupolo
found the problem! The text in text.php was double one without the tracking ID
