Hi Peter, On Mon, Jul 21, 2003 at 05:57:05PM +0200, web4.hm - Peter Padberg wrote:
Perhaps my question was answered thousand of times, but I could not found any help in the mailinglist archiv or in the documentation.
I have the following situation: 2 customers are answering me into my otrs-pop3-emailaccount from 2 diffrent emailadresses. So, when I have a "new" incoming message (ticket), I have everytime a new ticket for 1 and the same problem.
I only want have 1 ticketnumber, but otrs gave for every new incoming message a new ticketnumber automaticly.
You are looking for the "merge tickets" feature. Which isn't implmented yet (~ OTRS 1.2). At the moment you need to close one ticket and add to the other a note (reference) to the second ticket.
Can I manually edit ticketnumbers to add it to a existing ticket? Or I am able disable to assign ticketnumber to new incoming messages automaticly?
If you use the ticket number in the subject, then there will not be created a new ticket (e. g. use Auto-Responses to inform the sender about the ticket number).
Peter. _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany
-Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --