{"action":"created","issue":{"url":"https://api.github.com/repos/osTicket/osTicket-1.8/issues/1916","labels_url":"https://api.github.com/repos/osTicket/osTicket-1.8/issues/1916/labels{/name}","comments_url":"https://api.github.com/repos/osTicket/osTicket-1.8/issues/1916/comments","events_url":"https://api.github.com/repos/osTicket/osTicket-1.8/issues/1916/events","html_url":"https://github.com/osTicket/osTicket-1.8/issues/1916","id":65348067,"number":1916,"title":"Create new ticket if reply from app mail smartphone","user":{"login":"juraganerka","id":11436336,"avatar_url":"https://avatars.githubusercontent.com/u/11436336?v=3","gravatar_id":"","url":"https://api.github.com/users/juraganerka","html_url":"https://github.com/juraganerka","followers_url":"https://api.github.com/users/juraganerka/followers","following_url":"https://api.github.com/users/juraganerka/following{/other_user}","gists_url":"https://api.github.com/users/juraganerka/gists{/gist_id}","starred_url":"https://api.github.com/users/juraganerka/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/juraganerka/subscriptions","organizations_url":"https://api.github.com/users/juraganerka/orgs","repos_url":"https://api.github.com/users/juraganerka/repos","events_url":"https://api.github.com/users/juraganerka/events{/privacy}","received_events_url":"https://api.github.com/users/juraganerka/received_events","type":"User","site_admin":false},"labels":[{"url":"https://api.github.com/repos/osTicket/osTicket-1.8/labels/email","name":"email","color":"fef2c0"}],"state":"open","locked":false,"assignee":null,"milestone":null,"comments":7,"created_at":"2015-03-31T02:38:05Z","updated_at":"2015-04-06T13:48:33Z","closed_at":null,"body":"why every time when i reply email from system always make a new ticket without subject?\r\ni reply email from my app mail based on android cellphone.\r\n"},"comment":{"url":"https://api.github.com/repos/osTicket/osTicket-1.8/issues/comments/90070676","html_url":"https://github.com/osTicket/osTicket-1.8/issues/1916#issuecomment-90070676","issue_url":"https://api.github.com/repos/osTicket/osTicket-1.8/issues/1916","id":90070676,"user":{"login":"greezybacon","id":672074,"avatar_url":"https://avatars.githubusercontent.com/u/672074?v=3","gravatar_id":"","url":"https://api.github.com/users/greezybacon","html_url":"https://github.com/greezybacon","followers_url":"https://api.github.com/users/greezybacon/followers","following_url":"https://api.github.com/users/greezybacon/following{/other_user}","gists_url":"https://api.github.com/users/greezybacon/gists{/gist_id}","starred_url":"https://api.github.com/users/greezybacon/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/greezybacon/subscriptions","organizations_url":"https://api.github.com/users/greezybacon/orgs","repos_url":"https://api.github.com/users/greezybacon/repos","events_url":"https://api.github.com/users/greezybacon/events{/privacy}","received_events_url":"https://api.github.com/users/greezybacon/received_events","type":"User","site_admin":false},"created_at":"2015-04-06T13:48:33Z","updated_at":"2015-04-06T13:48:33Z","body":"@juraganerka we receive about 5 claims a week that email in osTicket is broken. We make our best effort to ensure that osTicket will work properly with every other mail server and mail client on the planet; however, the fact is is that there are several mail softwares in existence that don't play by the proper rules. Hopefully one day we will convince the world that our mail system works well, but unfortunately for now, the world always assumes that it is osTicket that is broken.\r\n\r\nPersonally, I believe your issue is with your Samsung smart phone app, considering that you have confirmed that five (5) other smart phone apps work correctly. I would need a lot more information to confirm a problem with osTicket.\r\n\r\nPerhaps you could send the raw version of a such email sent by your smart phone, or send the `headers` field from your `ost_ticket_email_info` table for the newly created ticket which was supposed to be threaded.\r\n\r\nMy hunch is that your phone app is not adding a `References` and `In-Reply-To` header to the email which is supposed to cite the original `Message-ID` header in the email sent to the phone. You could remedy this deficiency by adding `#%{ticket.number}` in the subject line of your new ticket autoresponse and ticket reply templates in Admin Panel -> Emails -> Template -> [Select a template group] -> New ticket autorespose and change the subject line."}}