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In the past were able to add an email message to an already open ticket simply by adding [Ticket #xxxx] to the subject line and the entire message body would be included in the open ticket. This was handy in our workflow if we had received an email and needed to add to a ticket with out copying and pasting into the ticket manually. In the past couple of days this function has stopped and will only open a new ticket entirely; making us merge tickets to add the new information. any suggestions would be helpful.

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If you’re using the cloud helpdesk (the only viable product), then this should still work.

Who is forwarding it, a user or an admin?

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Tagging @spiceworks-support-team to see if they have seen other similar reports.

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Tagging @spiceworks-support-team once again for insight.

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Tagging again. @spiceworks-support-team

Note that I attempted the same thing. I sent messages from my corporate email address (you can look me up on your back end) to my help@chdlab.on.spiceworks.com address. Whenever I would attempt to send a new message to ticket #247 using “[Ticket #247]” in the subject line (I preserved the rest of the subject in one test and in another I changed the remaining subject), the message was indeed added to ticket #247. I did the same for ticket #252 and each time a new ticket was created. What is going on? What is different about the tickets that adding the [Ticket #xxx] in the subject line will not associate the information to the ticket? Both #247 and #252 were unassigned, they each had creators that were not the email address I was sending from, they both were part of that organization, both were open, medium priority.

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The “in the past” does sound like the on prem app as there weren’t many security checks there, the idea being most folks wouldn’t be able to guess the help desk system and arbitrarily add stuff (and themselves to tickets) just by using the ticket number in a subject line.

It’s a bit more of a concern in the cloud when many use an on.spiceworks.com address. Ticket ingestion will look at the ticket number in the subject, but also the email address needs to be involved on the ticket. My guess when tests have “worked” is that the email address is involved in the ticket (assigned or cc’ed admin/tech/manager) or is the creator. When a new ticket was created, even though the subject line matched, the email address it was from was not seen as “involved” on the ticket.

This avoids nefarious types sending [Ticket #123] to random cloud help desks and not only inserting stuff into tickets, but it may also cc that email address giving them further updates on the ticket (which might include sensitive information).

Let me know doesn’t seem to cover what is being seen.

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@ssutterfield, can you shed any additional information on this? When did you notice the issue? Is it repeatable? When things worked, was the person sending the message “involved” in the ticket originally (as in an admin, tech, someone CCed on the ticket)?

I personally believe there is something askew with the processing. While Craig’s answer makes some sense, I think he needs more to go on before digging deeper or sending it to the programmers.