Hi,

There is no need to postmaster filter as long as the subject of the original notification remains intact (for the ticket part, at least).

So for example if the subject of the notification sent to your customer when a ticket is created looks like:

[Ticket#1052405] A new ticket has been created

Then if your customer replies it with the subject

Re: [Ticket#1052405] A new ticket has been created

That message will be included in the original ticket.

Give it a try, it works


On 30 June 2010 05:24, Siva Prasad <sivaprasad@evergent.com> wrote:
Hi All,

 My scenario is like this.

I created a ticket in OTRS and after that If I'm going to receive any updates to that ticket by POP3 POstmaster, I want to create a post master filter where it adds the email as a note to the exisiting ticket rather than creating a new ticket for that.

One of the OTRS members said that this will be possible if we have ticket number in the subject line but didnt said much about the Post Master filter creation.

Can some one please let me know what are the rules I need to define to achieve this .

HOW SHOULD THE POST MASTER FILTER SHOULD BE??

Thanks
Siva Prasad


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