Good afternoon,
We have recently upgraded OTRS Community Edition from version 5.0.15 ro 6.0.16.
Everything looks ok, tickets, queues, users, customers are in database, but we face problém with FollowUpCheck::Subject and Fulltext Search (sometimes does not return relevant answer).
OTRS is not able FollowUp tickets (especially old – created under OTRS5) in some cases.
We put into the Subject existing ticket numeber, fe.:
Subject: Ticket#2018102470003297 – Some text
And instead of FollowUpCheck::Subject new ticket is created: [Ticket#2019020110002788] RE: Ticket#2018102470003297 [...]
There is no clue, no patern which could identify what ticked subject will be processed by Kernel::System::PostMaster::FollowUpCheck::Subject.
Here is example message log for email where FollowUpCheck::Subject took effect:
▲# Priority Module Information Created
…
…
3 Kernel::System::PostMaster Subject: RE: [Ticket#2019012810003176] Another scope 01/28/2019 16:20:08
4 Kernel::System::PostMaster Message-ID: <DB6P190MB03101AECFC3788EBAA23522D94960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>
01/28/2019 16:20:08
5 Kernel::System::PostMaster Message-Id: <DB6P190MB03101AECFC3788EBAA23522D94960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>
01/28/2019 16:20:08
6 Kernel::System::PostMaster References: <DB6P190MB0310C48C4783DA4A1ACDCA7194960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>,<1548685161.68886.1030441265@otrsm.t-mobile.cz>
01/28/2019 16:20:08
7 Kernel::System::PostMaster In-Reply-To: <1548685161.68886.1030441265@otrsm.t-mobile.cz> 01/28/2019 16:20:08
8 Kernel::System::PostMaster Return-Path:
test.user@outlook.com 01/28/2019 16:20:08
9 Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 01/28/2019 16:20:08
10 Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 01/28/2019 16:20:08
11 Kernel::System::PostMaster::FollowUpCheck::Subject Found valid TicketNumber '2019012810003176' (TicketID '153158') in email subject. 01/28/2019 16:20:08
12 Kernel::System::PostMaster Found follow up ticket with TicketNumber '2019012810003176' and TicketID '153158'. 01/28/2019 16:20:08
13 Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 01/28/2019 16:20:08
…
… etc.
And here example where not (and new ticket is crated):
▲# Priority Module Information Created
1 Kernel::System::Email Building message for delivery. 02/01/2019 14:56:54
2 Kernel::System::Email Queuing message for delivery. 02/01/2019 14:56:54
3 Kernel::System::MailQueue Serializing and saving message (ArticleID: 225434, Sender: , Recipient:
testuser11@t-mobile.cz, MessageID: <1549029413.175797.530028447@otrsm.t-mobile.cz>) 02/01/2019 14:56:54
4 Kernel::System::MailQueue Successfully stored message for sending. 02/01/2019 14:56:54
5 Kernel::System::Email Successfully queued message for delivery (MessageID: <1549029413.175797.530028447@otrsm.t-mobile.cz>, To: 'testuser11@t-mobile.cz',
From: '', Subject: '[Ticket#2019020110002788] RE: Ticket#2018102470003297 [...]'). 02/01/2019 14:56:54
6 Kernel::System::MailQueue Sending queued message with id '27572'. 02/01/2019 14:57:11
7 Kernel::System::Email Trying to send the email using backend 'Kernel::System::Email::Sendmail'. 02/01/2019 14:57:11
8 Kernel::System::Email::Sendmail Received message for sending, validating message contents. 02/01/2019 14:57:11
9 Kernel::System::Email::Sendmail Checking availability of sendmail command. 02/01/2019 14:57:11
10 Kernel::System::MailQueue Message successfuly sent! 02/01/2019 14:57:11
Please do You have idea where to fix this kind of behavior? (I mean how to configure OTRS to do FollowUpCheck::Subject ALWAYS for all incomming messages)
Looking forward to Your opinions.
Best regards
Martin
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