PGP: Mail response to existing ticket creates new ticket

[sduehr]

Used Zammad Version

6.3.0

Environment

• Installation method: package
• Operating system (if you're unsure: cat /etc/os-release ): Rocky Linux 8.9
• Database + version: postgresql 14.11
• Elasticsearch version: 7.17.20
• Browser + version: chrome 124.0.6367.201

Actual behaviour

When replying with PGP encryption enabled also for subject (this is default in Thunderbird) to a mail from an existing ticket, so subject contains [Ticket#nnnnn], then Zammad creates a new ticket. Zammad can decrypt the subject, as it shows up in the newly created ticket.

Expected behaviour

Zammad relates the mail to the existing ticket.

Note: It works as expected when explicitly disabling subject encryption in Thunderbird.

Steps to reproduce the behaviour

Reply using Thunderbird with PGP encryption including encrypted subject to a mail from Zammad.

Support Ticket

No response

I'm sure this is a bug and no feature request or a general question.

yes

[sduehr]

Excerpt from production.log:

I, [2024-05-14T14:28:50.931640#447434-149620]  INFO -- : execute Channel.fetch (try_count 0)...
I, [2024-05-14T14:28:50.934245#447434-149620]  INFO -- : fetching imap (mail.bareos.com/servicedesk port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=LOGIN)
I, [2024-05-14T14:28:51.188094#447434-149620]  INFO -- :  - message 1/1
I, [2024-05-14T14:28:51.349185#447434-149620]  INFO -- : Process email with msgid '<227016f9-7a51-4bef-844a-008c67c22551@example.com>'
I, [2024-05-14T14:28:52.674054#447434-149620]  INFO -- : set_attributes_by_x_headers header x-zammad-ticket-customer_id found. Assign customer_id=7
I, [2024-05-14T14:28:52.719806#447434-149620]  INFO -- : set_attributes_by_x_headers header x-zammad-article-preferences found. Assign preferences={"send-auto-response"=>true, "is-auto-response"=>false, "security"=>{"type"=>"PGP", "sign"=>{"success"=>true, "comment"=>"Good signature"}, "encryption"=>{"success"=>true, "comment"=>""}}}
I, [2024-05-14T14:28:52.798608#447434-149620]  INFO -- : Execute trigger (auto reply (on new tickets)/1) for this object (Ticket:287/Loop:1)
I, [2024-05-14T14:28:53.323794#447434-149620]  INFO -- : ended Channel.fetch took: 2.399208318 seconds.

[sduehr]

Excerpt from production.log when not encrypting subject in Thunderbird:

I, [2024-05-14T15:00:13.551877#447434-149620]  INFO -- : execute Channel.fetch (try_count 0)...
I, [2024-05-14T15:00:13.557309#447434-149620]  INFO -- : fetching imap (mail.bareos.com/servicedesk port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=LOGIN)
I, [2024-05-14T15:00:13.789287#447434-149620]  INFO -- :  - message 1/1
I, [2024-05-14T15:00:13.947999#447434-149620]  INFO -- : Process email with msgid '<785afb19-a723-45a8-abad-9768a42077b0@example.com>'
I, [2024-05-14T15:00:15.329117#447434-149620]  INFO -- : set_attributes_by_x_headers header x-zammad-article-preferences found. Assign preferences={"send-auto-response"=>true, "is-auto-response"=>false, "security"=>{"type"=>"PGP", "sign"=>{"success"=>true, "comment"=>"Good signature"}, "encryption"=>{"success"=>true, "comment"=>""}}}
I, [2024-05-14T15:00:15.658525#447434-149620]  INFO -- : ended Channel.fetch took: 2.115386646 seconds.