Sorry ... the diffs in my posting were stupid (wrong order) and inline. I attached better ones. RUDOLF Am Freitag, den 08.04.2005, 11:34 +0200 schrieb Rudolf Harney:
Hi, We were asked, to implement the following and want to give it back to all:
Problem: One user sends many requests (Email, web-form, ...), because he thinks, more is better or s.th. like that. The requests become different tickets. If different agents fetch them, they're answered seperately. Thats waste of time and doesn't give the customer a "warm fuzzy feeling".
Solution: All Emails sent in the past x minutes (e.g. 1440, 24 hours) from one Email-Adress are followups.
we made changes in Kernel/System/PostMaster.pm and Kernel/Config/Defaults.pm. We're new to programming for otrs, maybe one of the expiriences guys want to have a look over the code and give us feedback.