Martin_T Posted February 20, 2018 Share Posted February 20, 2018 Hi guys, is there a way to make it so that if someone replies to a ticket that they are CC'd into it doesn't generate a whole new ticket? Cheers, Martin Link to comment Share on other sites More sharing options...
Staff Chris Posted March 21, 2018 Staff Share Posted March 21, 2018 Hi Martin, Can you still reproduce this issue? I have tried but I can not reproduce this issue. Link to comment Share on other sites More sharing options...
Martin_T Posted March 26, 2018 Author Share Posted March 26, 2018 I can indeed, I got my colleague to reply to a ticket I made and CC'd him into. If I reply, the original ticket gets updated, if he replies a new ricket with "Re:" prepended to it gets created. Link to comment Share on other sites More sharing options...
Staff Chris Posted March 30, 2018 Staff Share Posted March 30, 2018 Hi Martin, Is there the ticket number in the subject line for those emails? #number# I do not see it? Link to comment Share on other sites More sharing options...
Martin_T Posted April 3, 2018 Author Share Posted April 3, 2018 On 30/03/2018 at 2:27 PM, Chris said: Hi Martin, Is there the ticket number in the subject line for those emails? #number# I do not see it? We've never had a ticket number show in the Title field, but yes, the engineer with whom I tested it simply replied directly to the email generated with "test". Link to comment Share on other sites More sharing options...
Administrators Paul Posted April 9, 2018 Administrators Share Posted April 9, 2018 Try adding the [%Ticket Number%] tag to the email template to see if this resolves the issue. We'll consider adding a header that includes the ticket number so you don't have to keep the ticket number in the email subject. -Paul Link to comment Share on other sites More sharing options...
Martin_T Posted April 11, 2018 Author Share Posted April 11, 2018 On 09/04/2018 at 2:09 PM, Paul said: Try adding the [%Ticket Number%] tag to the email template to see if this resolves the issue. We'll consider adding a header that includes the ticket number so you don't have to keep the ticket number in the email subject. -Paul Hi Paul, I had a look in the templates and they all appear to have [%Ticket Number%] in the subject line anyway. Cheers, Martin Link to comment Share on other sites More sharing options...
Martin_T Posted April 11, 2018 Author Share Posted April 11, 2018 33 minutes ago, Martin_T said: Hi Paul, I had a look in the templates and they all appear to have [%Ticket Number%] in the subject line anyway. Cheers, Martin We did run a test after changing the formatting a little and got the following: Link to comment Share on other sites More sharing options...
Martin_T Posted April 13, 2018 Author Share Posted April 13, 2018 Have you had any thoughts as to what might be causing this? I'll give you the steps I took to replicate the issue: Created ticket by emailing our helpdesk address with my colleague CC'd into the initial email. Automated ticket creation email gets sent to both myself and my CC'd colleague Colleague replies directly to ticket creation email New ticket is generated in PSA Colleague recieves new automated ticket creation email This is a problem when clients email in with an issue with people CC'd into it, any replies they make get turned into new tickets and don't get added to the current support case. This is especially tricky when we're collaborating with vendors. Many thanks, Martin Link to comment Share on other sites More sharing options...
Gary Haberl Posted April 13, 2018 Share Posted April 13, 2018 I think Pulseway should roll this fix into a new feature of adding more than one person to outgoing ticket emails. If a ticket comes in, they need to capture all CCd emails and add them to ticket email correspondence instead of the one person adding the ticket. Then we could add more than one person to each ticket for notice emails. Link to comment Share on other sites More sharing options...
Administrators Paul Posted April 17, 2018 Administrators Share Posted April 17, 2018 Thanks for the update. I'll get the PSA development team to look into this. -Paul Martin_T 1 Link to comment Share on other sites More sharing options...
Martin_T Posted April 18, 2018 Author Share Posted April 18, 2018 Awesome, cheers Paul. Martin Link to comment Share on other sites More sharing options...
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