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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