Re: [otrs] Otrs matching up emails

27 Oct 2004


      Lance Davis schrieb:
...
On Wed, 20 Oct 2004, Tyler Hepworth wrote:
...
On Wed, 20 Oct 2004 14:31:22 +0100 (BST), lance@uklinux.net
 wrote:
...
Is otrs supposed to match emails on reply-to/message-id and put them into
the correct ticket ???
OTRS looks only at the subject line for the Ticket Number.  It
associates the message with all the other messgaes that have the same
ticket number.  If there is no ticket number, it creates a new
message.
Even if the email is in response to a message-id it already has in its 
database ??
That is a bit limited surely.
It were, but isn't. Versions > 1.3.x bear a Config option to do what you 
want.

hth,

Robert Kehl