Support for matching raw subject with existing tickets

[Erudition]

Prerequisites

• [Y] Can you reproduce the problem in a fresh installation of the "develop" branch?
• [N] Do you have any errors in the PHP error log, or javascript console?
• [Y] Did you check the osTicket forums?
• [Y] Did you perform a cursory search to see if your bug or enhancement is already reported?

Description

It has been mentioned multiple times in issues and on the forum, the default osTicket behavior is to match incoming emails based on headers and/or ticket numbers remaining untouched in subject lines. When this results in duplicate tickets, the usual advice is "tell the customer not to do that" or "add the ticket number to the subject line".

I'm sure there's a good reason for this default, but I would love it there was a toggle that just lets us enable matching on the subject line of an incoming mail - or at the very least, a subject+sender combo.

I don't just use osTicket for human requests, the monitored mailbox also receives automated alerts sometimes. osTicket is perfect for this as it can notify the right people and make sure the alert is handled by someone... except the automated systems don't add ticket numbers to their subject line, they just send the same subject over and over. This is the same with spam messages.

I set a maximum open ticket limit of 3 per sender, but then I get spammed with system warnings in the logs instead. What I would really love is to just be able to make sure that if any sender sends the same subject multiple times, it arrives in the same ticket, not cluttering up the ticket list.

Perhaps there's a mailing list we've been added to

Steps to Reproduce

1. Get an automated email, ticket is created
2. Get the same automated email, another ticket is created
3. [and so on...]

Expected behavior:
Matched with existing ticket and added to thread.

Actual behavior:
Many tickets with the same subject and sender.

Versions

Server Information
osTicket Version v1.18.1 (0375576) — Up to date
Web Server Software Apache
MySQL Version 5.7.23
PHP Version 8.2.16

Running on Bluehost Shared (CentOS) via Softaculous installer
Viewing on Firefox 115 on Gnu/Linux

[JediKev]

@Erudition

This is actually something we've discussed internally before. This is added to the Feature Request list. In v2.0 we'll see if this (or something similar) comes to fruition.

Cheers.