Re: [otrs] Follow up by subject

29 Mar 2010

      Hi Anton and thank you for your comments.

I  know  the  FollowUpSearchInReferences  and  rest  of follow-up-search-in
options (subject, body, etc.) but it only works if there is a ticket number
in  one  of  these  email  parts.  The  code modification works to link the
messages before the ticket number is created.

Regards.
Jesus.

             "Anton Gubar'kov"                                             
                                                             Para 
                                       "User questions and discussions     
             Enviado por:              about OTRS."         
             otrs-bounces@otrs                                          cc 
             .org                                                          
                                                                    Asunto 
             26/03/2010 20:53          Re: [otrs] Follow up by subject     

                Por favor,                                                 
                responda a                                                 
              "User questions                                              
              and discussions                                              
               about OTRS."                                                

Hi Jesus,

I'm not 100% sure about the outcome you're trying to get. However setting
Core::Postmaster::PostmasterFollowUpSearchInReferences to Yes did the trick
for me without any modifications to the code. Once there is an email in
OTRS, any replies to that email cc:ed to otrs address get linked to the
ticket containing the email.

Regards,
Anton.

2010/3/26 Jesus Peña Martinez 

      Hi, everyone.

      Let me explain our scenario.

      We use OTRS to manage an internal mailbox where employees could send
      requests or questions. Then it could happen there are several
      messages
      about the same issue arriving to the mailbox before one agent
      replies. All
      these messages hasn't got any ticket number.

      For example:
           employee1 sends message1 to: employee2, employee3 and otrs
      address
           employee2 replies message1 to employee1, employee3 and cc:otrs
      address (the subject will be Re: message1)
           otrs agent replies Re: message1 ticket to employee1, employee2,
      employee3 (the subject will be [Ticket#xxxxxx] Re: message1)
      (this example causes two tickets in our otrs system)

      I've not seen a solution to this problem so I've introduced a
      modification
      in CheckFollowUp routine in Kernel/System/PostMaster.pm module for
      aggregate messages from different customers about the same subject in
      one
      ticket:

      sub CheckFollowUp {

         [...]
         # There is no valid ticket number in the subject.

         if ($Subject =~ /(?:Re: |Rm: |Rv: |Fwd: )+(.+)/i) {
             my @TicketIDs = $Self->{TicketObject}->TicketSearch(
                     Result => 'ARRAY',
                     Limit => '1',
                     Title => "%$1%",
                     UserID => $Self->{PostmasterUserID},
                     Permission => 'ro',
             );
             if ( @TicketIDs ) {
                     my %Ticket = $Self->{TicketObject}->TicketGet
      ( TicketID =>
      $TicketIDs[0] );
                     return ( $Ticket{TicketNumber}, $TicketIDs[0] );
             }
         }

         # Try to find ticket number in References and In-Reply-To header.
         [...]

      I've checked it and it works well!
      What do you mean about this method? Have you got some better way to
      achieve
      this?

      Thank you.

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