Multiples references in the E-mail details.
Closed this issue · 5 comments
Describe the bug
Tickets with multiples "Refereces ID" get all linked to the same ticket id.
Some email received have a lot of "references id" in the e-mail details:
In the database, I can see all theses references ID mapped as "message_id":
And the real "Message-ID" is correctly mapped to the ticket as well:
If some new e-mail use one of theses IDs, it will be linked to wrong ticket (from the previous email). Even if is new e-mail with a different context/request.
Expected behavior
Each ticket get just the Message-ID.
Logs
No error logs.
Using the Version 3.1.1 of the plugin.
Enable the Thread-Index is not a option for us.
More details below:
Original Message:
Message-ID:
<AS8PR01MB838780A7FB96DC752401826BAAED2@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
References:
<DU0PR01MB9502DFBE3614C83D276235A6F89FA@DU0PR01MB9502.eurprd01.prod.exchangelabs.com>
<AM7PR01MB6675552899C27871650E4D9AD29FA@AM7PR01MB6675.eurprd01.prod.exchangelabs.com>
<PA4PR01MB7438FBC6E848E857D67229E3F79FA@PA4PR01MB7438.eurprd01.prod.exchangelabs.com>
<DBBPR01MB7705A211046D575631B12D9EAB60A@DBBPR01MB7705.eurprd01.prod.exchangelabs.com>
<DBBPR01MB7531EDBE7E15CAB0BAE19BD5D960A@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AS8PR01MB8387DC44A0E0B430D80C6A88AA502@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<DB9PR01MB9005D0F1EA1345CDB06746D0D5502@DB9PR01MB9005.eurprd01.prod.exchangelabs.com>
<DBAPR01MB680744ED5EFD03189D950291AA502@DBAPR01MB6807.eurprd01.prod.exchangelabs.com>
<DBBPR01MB75316E3165B4B1788E32910AD9552@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995D1C90630188DD6558955AF5D2@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<AS8PR01MB83871051CD5DE0FEDE9EE7BFAA222@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995114E26F63F4FA76C95D4AF222@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<AS8PR01MB838758EDCCEA82D7752AB845AA222@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<AS8PR01MB83875E8A5F05FA3F28870CA7AA202@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<AM7PR01MB6675E8BCCB59D1A44B07D483D2202@AM7PR01MB6675.eurprd01.prod.exchangelabs.com>
<DBBPR01MB75310FF87EF1A47B88C03573D9202@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<DBBPR01MB7531442185862F554C6EECA4D9202@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995DCD43523D1E59224B328AF242@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<DB9PR01MB8958AC24B9FF06C00CA8BAEDBF242@DB9PR01MB8958.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995DB13D6CC89CE98F724E0AF242@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<DB9PR01MB89584FF3BC9131A9F26808ABBF2B2@DB9PR01MB8958.eurprd01.prod.exchangelabs.com>
<AM7PR01MB6675EF16AB971EC801B3072FD22D2@AM7PR01MB6675.eurprd01.prod.exchangelabs.com>
<GV1PR01MB851435668346D0A7B7C6408693032@GV1PR01MB8514.eurprd01.prod.exchangelabs.com>
<DBBPR01MB753159CD86104D9A10BF44B9D9082@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995CBB6FBF25A743742B4E2AF122@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<GV1PR01MB8514DA63B693924A052CE58993122@GV1PR01MB8514.eurprd01.prod.exchangelabs.com>
<DBBPR01MB75312D9A2276907BA7194D9BD9182@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995F4FA8CF764F8F9C91342AF182@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<AS8PR01MB8387E659D06B714BB3B5632AAA1C2@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<AS8PR01MB8387BC2487BB2693EDAD0CF9AAE72@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<GV1PR01MB8514DD900F9229E0296D70AD93ED2@GV1PR01MB8514.eurprd01.prod.exchangelabs.com>
In-Reply-To:
<GV1PR01MB8514DD900F9229E0296D70AD93ED2@GV1PR01MB8514.eurprd01.prod.exchangelabs.com>
Second e-mail (should be a new ticket)
Message-ID:
<AS8PR01MB8387CF2D1D5AF9C062C028F8AAED2@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
References:
<DU0PR01MB9502DFBE3614C83D276235A6F89FA@DU0PR01MB9502.eurprd01.prod.exchangelabs.com>
<AM7PR01MB6675552899C27871650E4D9AD29FA@AM7PR01MB6675.eurprd01.prod.exchangelabs.com>
<PA4PR01MB7438FBC6E848E857D67229E3F79FA@PA4PR01MB7438.eurprd01.prod.exchangelabs.com>
<DBBPR01MB7705A211046D575631B12D9EAB60A@DBBPR01MB7705.eurprd01.prod.exchangelabs.com>
<DBBPR01MB7531EDBE7E15CAB0BAE19BD5D960A@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AS8PR01MB8387DC44A0E0B430D80C6A88AA502@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<DB9PR01MB9005D0F1EA1345CDB06746D0D5502@DB9PR01MB9005.eurprd01.prod.exchangelabs.com>
<DBAPR01MB680744ED5EFD03189D950291AA502@DBAPR01MB6807.eurprd01.prod.exchangelabs.com>
<DBBPR01MB75316E3165B4B1788E32910AD9552@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995D1C90630188DD6558955AF5D2@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<AS8PR01MB83871051CD5DE0FEDE9EE7BFAA222@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995114E26F63F4FA76C95D4AF222@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<AS8PR01MB838758EDCCEA82D7752AB845AA222@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<AS8PR01MB83875E8A5F05FA3F28870CA7AA202@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<AM7PR01MB6675E8BCCB59D1A44B07D483D2202@AM7PR01MB6675.eurprd01.prod.exchangelabs.com>
<DBBPR01MB75310FF87EF1A47B88C03573D9202@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<DBBPR01MB7531442185862F554C6EECA4D9202@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995DCD43523D1E59224B328AF242@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<DB9PR01MB8958AC24B9FF06C00CA8BAEDBF242@DB9PR01MB8958.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995DB13D6CC89CE98F724E0AF242@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<DB9PR01MB89584FF3BC9131A9F26808ABBF2B2@DB9PR01MB8958.eurprd01.prod.exchangelabs.com>
<AM7PR01MB6675EF16AB971EC801B3072FD22D2@AM7PR01MB6675.eurprd01.prod.exchangelabs.com>
<GV1PR01MB851435668346D0A7B7C6408693032@GV1PR01MB8514.eurprd01.prod.exchangelabs.com>
<DBBPR01MB753159CD86104D9A10BF44B9D9082@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995CBB6FBF25A743742B4E2AF122@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<GV1PR01MB8514DA63B693924A052CE58993122@GV1PR01MB8514.eurprd01.prod.exchangelabs.com>
<DBBPR01MB75312D9A2276907BA7194D9BD9182@DBBPR01MB7531.eurprd01.prod.exchangelabs.com>
<AM8PR01MB7995F4FA8CF764F8F9C91342AF182@AM8PR01MB7995.eurprd01.prod.exchangelabs.com>
<AS8PR01MB8387E659D06B714BB3B5632AAA1C2@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<AS8PR01MB8387BC2487BB2693EDAD0CF9AAE72@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
<GV1PR01MB8514DD900F9229E0296D70AD93ED2@GV1PR01MB8514.eurprd01.prod.exchangelabs.com>
<AS8PR01MB838780A7FB96DC752401826BAAED2@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
In-Reply-To:
<AS8PR01MB838780A7FB96DC752401826BAAED2@AS8PR01MB8387.eurprd01.prod.exchangelabs.com>
I noticed, the "In-reply-To" from the second e-mail, use the same message-id from the first e-mail. I don't know if this the reason from my issue.
I also have a third e-mail with same behavior.
Hello @renanredel
As you can see: the original message has a Message-Id that is AS8PR01MB838780A7FB96DC752401826BAAED2@AS8PR01MB8387
And in the second email, there is a reference to the same ID, then the second email will be integrated in the same ticket (created with the first email) as a followup.
This is the goal of the plugin mailanalyzer, to integrate related emails into the same ticket. And related emails are computed from the reference header of the emails.
Thank you
Regards,
Tomolimo
Hi @tomolimo ,
There's any reason to two differents emails have the same IDs in the references?
I think, what the user is using the same email thread to two different tickets.
Hello @renanredel
Hi @tomolimo ,
There's any reason to two differents emails have the same IDs in the references? I think, what the user is using the same email thread to two different tickets.
That's possible, and unfortunately, the plugin can't separate these emails: as soon as references are the identical in the reference list.
Sorry for that,
Thank you,
Regards,
Tomolimo
No problem.
Thank you so much !