Merge

[cronosii]

Hi

Is there a way to do automerge of tickets with Cerberus? I'm talking about the following:

1. Someone sends an email that goes to Cerberus
2. Someone replies to the email from Cerberus
3. A reply goes back to Cerberus.

In step 1 and 3 a new ticket is created and a new ticket mask is created.
Is there a way to make 3 be merged with 1 automatically?

Thanks

[Hildy]

Are you saying:
PersonA sends email to support (comes into Cerberus, new ticket)
PersonB replies to PersonA (from inside Cerberus, same ticket)
PersonA replies to support (comes into Cerberus, new ticket)

or:
PersonA sends email to support (comes into Cerberus, new ticket)
PersonB replies to PersonA (from inside Cerberus, same ticket)
PersonB's reply loops back to support (comes into Cerberus, new ticket)

The first scenario should definitely add PersonA's response to the same ticket. (See http://www.cerb4.com/forums/showthread.php?t=74 for a brief explanation and a link to more info). If it's not, then it's possible that PersonA's email client isn't adding the necessary headers to their reply.

If the second scenario, I'd have to check with the code (or Jeff) to see what the expected behavior should be.

[cronosii]

Hi

I was referring to the first case. I just verified that it does work like that, the problem I was having is that I was testing with Webmin's mail client which is pretty simple and doesn't use some of the headers Cerberus uses to match replies with previous tickets (Reference), I am testing with another webmail and it does work now.

Thanks


Are you saying:
PersonA sends email to support (comes into Cerberus, new ticket)
PersonB replies to PersonA (from inside Cerberus, same ticket)
PersonA replies to support (comes into Cerberus, new ticket)

or:
PersonA sends email to support (comes into Cerberus, new ticket)
PersonB replies to PersonA (from inside Cerberus, same ticket)
PersonB's reply loops back to support (comes into Cerberus, new ticket)

The first scenario should definitely add PersonA's response to the same ticket. (See http://www.cerb4.com/forums/showthread.php?t=74 for a brief explanation and a link to more info). If it's not, then it's possible that PersonA's email client isn't adding the necessary headers to their reply.

If the second scenario, I'd have to check with the code (or Jeff) to see what the expected behavior should be.

[jstanden]

There are a few things we can do for e-mail clients which don't write proper In-Reply-To/References headers. I'll keep Webmin in mind when we're testing that further.

Thanks!