Yes David, you should change it to yes (sorry for the pun). You may start with first option (search in references) and see if this fits your needs then, optionally, try the remaining options. Ciao! ________________________________ Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di David Eco Inviato: martedì 9 dicembre 2008 22.49 A: otrs mailing Oggetto: Re: [otrs] R: Identify Ticket-ID by message-headers Hi Daniele, I have some issue in my OTRS system. Do you mean we have to change those 4 options to Yes? Thanks. David
From: daniele.carnino@fiatgroup.com To: otrs@otrs.org Date: Tue, 9 Dec 2008 15:02:34 +0100 Subject: [otrs] R: Identify Ticket-ID by message-headers
Have you tried to set
PostmasterFollowUpSearchInReferences PostmasterFollowUpSearchInBody
and, eventually:
PostmasterFollowUpSearchInAttachment PostmasterFollowUpSearchInRaw
in Core::PostMaster under Sysconfig?
Ciao, d.
-----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di ValiDOM Inviato: martedì 9 dicembre 2008 14.00 A: otrs Oggetto: [otrs] Identify Ticket-ID by message-headers
hi!
currently, in a community 20 people are working on emails sent to one address. These mails get redirected by simple automatic mail-forwarding. We like to use OTRS for this in the future.
But a few of these "Agents" still like to work in the traditional way: answer to the email and copy the automatic forwarder to everybody. OTRS would then create a new ticket for each answer...
So what about identifying the Ticket-ID by the message headers? Usually there is someting like this:
Message-ID: <25A46C7xxxxx@xxxxxx.com> References: <48E141F2xxx@xxxx.net>, In-Reply-To: <48E141F2xxx@xxxx.net>
If the Message "8E141F2xxx@xxxx.net" is still in OTRS and has a valid Ticket-ID - would it be possible that the PostMasterAgent find out the corresponding Ticket-ID and assign the the message "25A46C7xxxxx@kxxxxx.com" to it?
Thanks a lot for any ideas :)
Vali
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
________________________________ Win a trip with your 3 best buddies. Enter today.http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA19