Hi Jan, On 15.01.2013 16:20, Jan.Dreyer@bertelsmann.de wrote:
Hi Renée,
thanks for your answer. The installation I was referring to has 2.4.11 (upgrade is planned), but either with 3.X I have no idea how to link the incoming articles referring to the same case to ONE OTRS ticket via dynfields :(
Instead of a dynamic field you can use TicketFreeText as well ;-) Regarding the matching: The postmaster filter looks for the foreign ticket id (either in the subject or in any other mail header field -- should be configurable). If it finds one, the filter searches for tickets with the foreign id in the freetextfield. If a ticket is found, the mail is handled as a follow up, otherwise it's a new ticket (and the foreign id is saved in the freetextfield). - Renée -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de