the unique identifier is the subject of the email. but without any otrs number as these emails are all outside of otrs until i drag them in together. it needs to say "ohh here are 5 emails with the same subject, i will merge them into one ticket, 5 articles" but currently it says "ohh here are 5 emails without any otrs number, i will create a new ticket for each" which then means everyone gets 5 "new ticket" notifications for what is essentially only 1 issue and an Agent has to then merge the 5 together.

On Mon, Oct 8, 2012 at 4:14 PM, David Boyes <dboyes@sinenomine.net> wrote:

Well, it DOES check the subject line – for the OTRS ticket # that would associate those emails. Does the subject line contain that?

 

Otherwise is there some unique identifier that OTRS could use to tell they were associated? You could try to scan for it in the postmaster input, but there has to be some unique identifier that ties the issues together that OTRS can be programmed to find.

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Neil Simpson
Sent: Monday, October 08, 2012 10:01 AM
To: User questions and discussions about OTRS.
Subject: [otrs] otrs auto merge feature

 

Hi,

We are using a "drop" system for mails that we want in otrs, if there's an email chain of 5 emails however and then you drop them all into otrs, you get 5 new tickets, not one ticket with 5 articles which is what i'd like as they all have same subject and relate to same issue.  i know otrs like's to match by OTRS number but is there no way for it to check subject line aswell?

thanks

Neil


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