[otrs] Automatically merging email responses into original ticket

[Lee Friedman]

Yes, I am using Fedora Core 5.  The problem isn't getting respnse emails
into the system, the problem is that the response (with the subject line Re:
[Ticket #:xxxxxxxxxxxx] generates a new ticket instead of merging into the
original ticket.  The PostMasterPOP3.pl command sucessfully retrieves emails
from the POP mail account (which is hosted by an external provider).
 
Lee

  _____  

From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Jeff
Lansidel
Sent: Friday, August 25, 2006 10:26 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Automatically merging email responses into original
ticket


Lee,

I am assuming you are using a "linux" server correct? If this is a windows
machine i am not sure what your problem could be. 

If you are using linux/unix then check the following.

Have you set up a crontab to check for new mail? i have mine set for 3
minutes with this command: /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null/ 

Can you run this script from the command line with any results:


[root at ticket ~]# /opt/otrs/bin/PostMasterPOP3.pl

No messages (xxx at xxxx.com@ xxx.xxx.com <http://xxx.xxx.com> )
Connection to xxx.xxx.com closed.

No messages (xxxx at xxxx.com@xxxx.xxxx.com)
Connection to xxxx.xxxx.com  <http://xxxx.xxxx.com> closed.

[root at ticket ~]#


you may be getting errors, you may only know that if you run thatcommnad
from command line or check your /var/log/messages file.

Hope this helps.

Jeff



On 8/25/06, Lee Friedman <lee at stigroup.net> wrote: 

Jeff,
 
Been testing and trying to get it working for several days now.  I am
running 2.0.4, and using fetchmail and PostMaster.pl to retrieve mail from a
POP email account.
 
Lee 

  _____  

From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Jeff
Lansidel
Sent: Friday, August 25, 2006 12:06 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Automatically merging email responses into original
ticket



Lee,

I didn't have to configure anything to make this happen, it was already set
up that way. Have you tested it yet?

Jeff




On 8/24/06, Lee Friedman <lee at stigroup.net> wrote: 

I was under the impression that OTRS could do this, but cannot find
configuration options to set it up.  Here is the scenario.  A ticket is
created via the Compose Email/new Ticket web page.  An email is sent to the
email address in the "To" field.  The recipient of that email responds back,
keeping the subject line intact, so that the Ticket Number remains (after
Re:).  I want OTRS when it receives the return email to merge the email into
the original ticket.  Is this possible, and if so, where is it configured. 

Thanks in advance, 
Lee Friedman 

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