Email notifications and create ticket

Added by brice wilmet 2 months ago

Hi,

I have redmine application in my company.
I use this for create ticket for any problem for my customers.
Ticket automaticaly create when one customer send email.
After my customer is notifie by email when this ticket is create.
But if my customer reply at this email new ticket is created and i don't want.

Do you know any solution for resolv this problem or is not possible ?

ty,
Brice

Replies (6)

RE: Email notifications and create ticket - Added by Tuan Phan Anh 2 months ago

It seems not right if a new issue created when customers reply to an email notification from Redmine.
Could you please test and take some screenshots.

RE: Email notifications and create ticket - Added by brice wilmet 2 months ago

Hi,

It's very difficult for me to take a screenshots but this problem is explicit.
Indeed, ticket are create automaticaly when my customer sends an email at this address (customer-support@ka.....com)
My customer receive an acknowledgment of receipt by email with the number of ticket.
And after when my customer reply since this email a new ticket is create.
And i would like to prevent this.
Do you have any ideas ?

ty

RE: Email notifications and create ticket - Added by Tuan Phan Anh 2 months ago

Could you please share your installation background by going to Administration--> Information

RE: Email notifications and create ticket - Added by brice wilmet 2 months ago

yes sure.
Capture in this attachment.

ty

screen.JPG (86.1 KB)

RE: Email notifications and create ticket - Added by Tuan Phan Anh 2 months ago

There is no issue with your installation.
How about your email configuration?

RE: Email notifications and create ticket - Added by Bernhard Rohloff 2 months ago

brice wilmet wrote:

Hi,

It's very difficult for me to take a screenshots but this problem is explicit.
Indeed, ticket are create automaticaly when my customer sends an email at this address (customer-support@ka.....com)
My customer receive an acknowledgment of receipt by email with the number of ticket.
And after when my customer reply since this email a new ticket is create.
And i would like to prevent this.
Do you have any ideas ?

ty

As far as I know, Redmine is not able to notify anonymous author on issue creation without installing plugins. It indeed sends a mail if a new account is created on reception of a mail from an unknown email address. But that has noting to do with the issue itself. An issue notification has a subject string like [Your issues subject #1234] .... If you answer this mail Redmine parses it and updates the issue respectively.

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