Missing Ticket References in Outgoing Emails (Header)

Technical assistance
1

Dear Zammad Community,
is there any setting for activating the option below?

  • Used Zammad version: 6.3.1
  • Used Zammad installation type: package
  • Operating system: any
  • Browser + version: any

Expected behavior:

Zammad adds in every outgoint Email a Ticket Reference (same as the hook in the subject) in the Email Header under the section “References”

Actual behavior:

Zammad leaves the field blanc.
Example:
“Date: Wed, 17 Jul 2024 06:47:17 +0000
From: Stefan Txxxx via xxxxxx Support support@xxxx.yyyy
To: Test Stefan xxxxx.xxxxx@gmail.com
Message-ID: 20240717064716.14606.f2696824-0c83-4646-bdc1-937c629447fa@helpdesk.xxxxxx.yyyyy
References:
Subject: test [HFTicket#9514542]
Mime-Version: 1.0
Content-Type: multipart/mixed;
boundary=”–==_mimepart_669768f55a956_17ec9246801060ae";
charset=UTF-8
Content-Transfer-Encoding: 7bit
Organization: xxxxxxxx
X-Powered-By: Zammad - Helpdesk/Support (https://zammad.org/)
X-Mailer: Zammad Mail Service"

Steps to reproduce the behavior:

Send an Email and open the header

Thanks a lot,
Stefan

2

maybe one important information: we are using microsoft 365 as email connection…

3

The references header has nothing to do with the ticket itself, but with the email message you’re answering to (if you’re using the reply button). It will contain message IDs of the email conversation thread.