Cerb4 Parsing Question/Merging Tickets

[neenach2002]

I have a question about the way Cerb4 parses mail.

I tried replying to the auto-responder from a separate email address while leaving the subject intact. This opened a new ticket, though. I hoped this would add me as a requester. Is this by design? Did you guys think about that and decide not to add that in as a feature? Not saying it's needed, just an idea I had. It's easy enough to merge two tickets. In this case, though, would the requester from both tickets be on the merged ticket?

[jstanden]

Hey there!

It's partially by design.

A concern in the past was having an outside party guess (or otherwise obtain) a ticket mask. They could then forge a response to that ticket and have themselves added as a requester, where they'd receive copies of any subsequent sensitive information (likely before anyone noticed, since Cerb handles the CCs automatically).

That's why in your other thread (re: Perl) I mentioned the concept of an invite system from the Support Center.

However, if a ticket comes in with CCs those people will be added as requesters. If you reply to a message with the full headers intact (In-Reply-To or References) it should be appended to the existing ticket regardless of the sender.

[neenach2002]

Just tested sending in a ticket with CCs on it, and neither of the other emails were added as requesters on it. Is this a bug? :P

[neenach2002]

Here's an idea...combine your "invite" system with mine. Allow people to reply to a ticket, and then email the original requester with their information for confirmation that the other person should be on the ticket as well!