Email setup

[BigMick]

We have a single support mailbox that we want to receive all our support email at. I'd like to setup the users so that all email communication for a case is logged in the history of the case. The way we currently have it set up is:

I've created a group mail account with a group folder called "Support" that creates cases in a round-robin manner from the support team. So far so good. What I'd like to be able to do is to set all the support staff to have the same email address in the system so that all email comes from support. Also easily doable. The problem is that the [CASE: %1] tag isn't getting added to the subject of the email when the case is created. This means that when a customer responds to an email from a support representative, a new case is opened each time. Is there any way of setting this up to do what we want?

[bitshop]

I agree that when you have a case and hit reply the subject should be tied to that case, i.e. [CASE:%1] included automatically. I don't see this either unless I'm missing a simple option.

[sgandhi]

Its a bug. I have a fix for it. Goto InboundEmail.php. There is a function called handleCreateCase. There is a line of code

 $email->assigned_user_id = $c->assigned_user_id; 
  

After this line add

             $email->name = str_replace('%1', $c->case_number, $c->getEmailSubjectMacro()) . " ". $email->name; 
  

This should fix this one.

Thanks
-Samir Gandhi