We are on version 4.0.305 of Boss and version 18.104.22.168 of the Site Agent.
Some of our end user’s submitted support email tickets are not being picked up by the Boss application. We think we have tracked down the issue and have been able to replicate the problem (see steps below).
- An end user ( User A ) gets an email from ( User B )
- ( User A ) selects Reply ( at which point Outlook adds the "RE: " prefix to the subject line.
- ( User A ) adds the Boss Support Email address as they want it to also be sent to our IT support team
- ( User A ) clicks send.
In this situation, the support ticket is new ( Support Ticket does not exist in the Boss application prior to the email being sent ). We see the email going into the Boss IT Support email mailbox, however it does not get picked up by the Boss Application. We have done some testing and it appears to be an issue with the "RE: " in the beginning part of the subject line and it not being a reply to an existing support ticket.
In examining the email flow, it appears the Boss application is reading the message, it just is not creating the support ticket. We have missed getting a few support tickets due to this issue / bug.
Please let me know if ( or when ) there is a fix to this issue.
Did the same process with the Forwarding an email option instead of reply and the forwarding option works correctly. The forwarding did create a support ticket in the Boss application.