[otrs] Patch for OTRS not using "References" header

Martin, Attached is a patch for making OTRS use the email headers to choose the TicketNumber. When the patch is applied, PostMaster looks for the TicketNumber in the subject [as it used to]. If the TicketNumber is not found, it will look at the References and In-Reply-To headers and try to lookup the TicketNumber for those headers. Would appreciate it if you can take a look at it give some feedback. Reading: http://www.jwz.org/doc/threading.html http://search.cpan.org/src/SIMON/Mail-Thread-2.5/Thread.pm Warning: The Article table is not indexed on a_message_id. The lookup for ticketnumber given the message-id could be expensive. Right now we dont have too many entries in the DB. So it seems to behave fine. Food for thought: o The alternative strategy I was thinking was that the message id is composed by otrs as . Maybe we can use this information to get the ticket number. If no OTRS generated message IDs are found in the message headers, then we can look at the current brute force algo. o Using the headers instead of Subject should probably go into the Config.pm? Martin Edenhofer wrote:

Hi Rajiv,

On Wed, Jul 28, 2004 at 07:06:41AM +0000, Rajiv wrote:

...

This is probably right out of the FAQ, but I couldnt find it there. I am trying to get OTRS use the References email header to thread messages. As far as I can see, it seems to be using the Ticket number in the Subject line to thread the messages. Is there some configuration change required to enable header based threading instead of subject based threading?

Thanks in advance for any pointers you can provide!

There is currently just the subject based threading in ticket zoom possible.

Sorry.

Martin Edenhofer