Infos:
- Used Zammad version: 6.5.0-1744098640.6efae0b9.jammy
- Used Zammad installation type: package
- Operating system: ubuntu 22.04.5
- Browser + version: Chrome 135.0.7049.115
Expected behavior:
- each configured email channel is assigned to a group
- the subject is searching for a ticket number in order to assign it to an existing ticket
- the email may only be assigned to an existing ticket with an existing ticket number in the subject if the existing ticket is located in the group assigned to the email channel
Actual behavior:
- an email with a ticket number in the subject is also assigned to tickets from other groups that have not been assigned to the email channel in the settings
Comment:
In my opinion, it would be much safer if an e-mail with a ticket reference in the subject could only be assigned to existing tickets from the assigned area in the channel settings. We have now had a few cases where the subject of a reply email was unknowingly shortened and the referenced ticket number was no longer complete. The email was then assigned to an existing ticket in another group as it has this ID.