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Passive Email Threading #3276

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merged 2 commits into from Oct 25, 2016

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@protich
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protich commented Jul 14, 2016

Add basic support for threading email conversations happening outside the system. Autoresponders are paused when threading is on passive mode. Alerts may still go out to agents as configured.

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ArthurBorsboom Oct 12, 2016

Hi,

Since there has been no commits or responses since July 2016 on the original osTicket project, I have decided to create a fork.

https://github.com/ArthurBorsboom/osTicket

There are many developers who have created awesome improvements by pull requests, which are eagerly waiting for merging.

This is an attempt to incorporate most pull requests to get create an improved version of osTicket. Hopefully this can later be reintegrated in the original project, or if the original project is dead as a rebranded project.

Would you mind to offer your pull request again to this fork?

Best regards,
Arthur Borsboom.

ArthurBorsboom commented Oct 12, 2016

Hi,

Since there has been no commits or responses since July 2016 on the original osTicket project, I have decided to create a fork.

https://github.com/ArthurBorsboom/osTicket

There are many developers who have created awesome improvements by pull requests, which are eagerly waiting for merging.

This is an attempt to incorporate most pull requests to get create an improved version of osTicket. Hopefully this can later be reintegrated in the original project, or if the original project is dead as a rebranded project.

Would you mind to offer your pull request again to this fork?

Best regards,
Arthur Borsboom.

protich added some commits Jul 14, 2016

Passive Email Threading
Add support for threading email conversations happening outside the system.
Autoresponders are paused when threading is on passive mode. Alerts may
still go out to agents as configured.
Decouple alerts/autoresp from reopen
Allow closed thread to be reopened when when is passive mode

@protich protich merged commit 62ba91e into osTicket:develop Oct 25, 2016

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adam820 Mar 15, 2017

Hello! I see that this is linked from the osTicket 1.10 release notes, but I can't seem to find a description of what this actually does. Does it simply handle adding emails being passed back and forth outside by end-users to the conversation view, or does it enable agents to use email to respond to tickets, etc.? I can't seem to make heads or tails of the listed feature. For those that also find themselves here from the release notes, could it be explained a little, please? Thanks in advance!

adam820 commented Mar 15, 2017

Hello! I see that this is linked from the osTicket 1.10 release notes, but I can't seem to find a description of what this actually does. Does it simply handle adding emails being passed back and forth outside by end-users to the conversation view, or does it enable agents to use email to respond to tickets, etc.? I can't seem to make heads or tails of the listed feature. For those that also find themselves here from the release notes, could it be explained a little, please? Thanks in advance!

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ntozier Mar 15, 2017

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"or does it enable agents to use email to respond to tickets"
This part I can answer no to.

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ntozier commented Mar 15, 2017

"or does it enable agents to use email to respond to tickets"
This part I can answer no to.

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