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Mail lifespan

Just quick lifespan of mail conversations and various options regarding it.

  • When new mail comes we check does it has Reply-To or References value
    • if Use only In-Reply value as reference to the thread. Otherwise Reference attribute also would be used. option in mailbox configuration is not checked we also check is there any previous conversation.
    • We check do we have any previous conversations which matches Reply-To values
  • If conversation is not found we create a new one.
  • If conversation is found and it is
    • CLOSED -
      • We check Timeout in days after last response before we create a new issue if this value is set and it matches we create a new conversation
        • We set ticket owner to previous ticket owner if Assign follow-up e-mail to the previous thread owner is set
        • Otherwise owner is not set.
      • If Timeout in days after last response before we create a new issue if this value is NOT set
        • We just reopen ticket and keep previous operator.
    • If conversation is not CLOSED we just reopen it and keep owner as it was.
  • If you want owner to be reset each time CLOSED conversation is opened you can just set department auto assignment section and set Automatically assign mail to another operator if operator did not accepted mail in seconds, 0 - disabled.