Am Freitag, 08.08.03 um 08:54 Uhr schrieb Martin Edenhofer: Hi,
Good argument. What worries me is that customers might remove/change the ticket number in the subject, thus creating a new ticket even though it's a reply to a previous one. I do not recall an easy way to fix this in the GUI, e.g. having a new ticket I cannot merge this new ticket with a previous ticket (if I knew the number anyway). Maybe, although this is probably problematic as well, the following would work: if a in-reply-to field with a valid ticket number exists but no ticket number is in the subject, a new ticket will be created but it will have a note "reply to ticket xyz" and a link to merge this new ticket back into ticket xyz.
The merge-function is on the todo list... but at the moment you need to do this manually.
How would I do this?
PS: I would add an auto-reply to your queues with the important info that the ticket number in the subject line is the reference and should not be removed. This is a normal way to inform your customers after a ticket is created. .-)
I already did :) Though having done support to end-customers for a few years now, I know that there will be issues in any way ;) With best regards / Mit freundlichen Grüßen Daniel Seifert