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: marted́ 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: marted́ 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
>
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