Ive been digging on this one for a while now. Here is my issue:
I have disabled the ability for customers to reopen tickets. We were finding that tickets were being reopened when the customer responded to the notification generated when the ticket was closed. While that solved one issue, it created another. Now, if we close a ticket and the customer responds to the notification with a "thank you", or an auto response, it opens a completely new ticket. Ive tried adding the ticket number to the subject line of every customer facing email template, with and without brackets but nothing works.
What are my options at this point? There is no "ticket closed" email template where I could add "do not reply", and I don't see a clear cut way to add one the Default Template.
Using OSTicket Version 1.10 on Windows2k8r2 through XAMPP
| osTicket Version | v1.10 (901e5ea) — Up to date |
| Web Server Software | Apache/2.4.17 (Win32) OpenSSL/1.0.2d PHP/5.6.23 |
| MySQL Version | 10.1.13 |
| PHP Version | 5.6.23 |
| PHP Extensions | |
|---|---|
| gdlib | Used for image manipulation and PDF printing |
| imap | Used for email fetching |
| xml | XML API |
| xml-dom | Used for HTML email processing |
| json | Improves performance creating and processing JSON |
| mbstring | Highly recommended for non western european language content |
| phar | Highly recommended for plugins and language packs |
| intl | Highly recommended for non western european language content |
| fileinfo | Used to detect file types for uploads |
| APCu | Improves overall performance |
| Zend Opcache | Improves overall performance |
| PHP Settings | |
cgi.fix_pathinfo | "1" is recommended if AJAX is not working |
date.timezone | America/Denver |
| Database Information and Usage | |
| Schema | OST (localhost) |
| Schema Signature | 98ad7d550c26ac44340350912296e673 |
| Space Used | 19.58 MiB |
| Space for Attachments | 8.88 MiB |
| Timezone | Mountain Daylight Time (Interpreted as America/Denver) |