New Tickets are being added as replies

Adam12 · **New Tickets are being added as replies -** 01-02-2008, 09:54 PM

Hey,

When my customers email me from my site. My online contact form sends a PHP email to my support desk.

However I have noticed that if they use the same subject (to a ticket that is already closed) but open a new ticket with the same subject, the new ticket gets added as a reply to the old ticket.

Is their any way I can disable this or fix this?

Thanks,
Adam

craigbrass · 01-02-2008, 10:08 PM

It shouldn't be doing that unless the ID is in the subject. What version are you running?

Adam12 · 01-02-2008, 10:31 PM

Quote:

Originally Posted by craigbrass

It shouldn't be doing that unless the ID is in the subject. What version are you running?

That is what I thought too!

v. 3.10.02 eSupport

Is their any setting that would cause this? I do not have any sort of custom SLA/Mail Parse Rule.

From,
Adam

craigbrass · 01-02-2008, 11:33 PM

I suggest you contact support (http://members.kayako.net -> "Get Support").

msmartinwsx · 04-02-2008, 05:25 PM

Make sure your dept prefix has no spaces (i.e from a very old setup). We had a long prefix like 'blah support ticket' which caused problems.

Changing to 'support' solved it.

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craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	01-02-2008, 10:08 PM It shouldn't be doing that unless the ID is in the subject. What version are you running? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	01-02-2008, 11:33 PM I suggest you contact support (http://members.kayako.net -> "Get Support"). Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

msmartinwsx Offline Member Posts: 78 Join Date: Jul 2003	04-02-2008, 05:25 PM Make sure your dept prefix has no spaces (i.e from a very old setup). We had a long prefix like 'blah support ticket' which caused problems. Changing to 'support' solved it.