If the subject of the email contains a properly formatted TicketID block: for example: [Ticket#2010120810000014] , it will assign the article to the ticket. As I see from the PostMaster Headers, there is no other way to set a ticket number in the header, neither via direct assignment nor via PostMasterFilter.

You'd have to have the ticket number in order to assign the new emails to the ticket. 

Other options are:

Note Internal or External and Copy/Paste.
or
Log into the ticket Admin and zoom the ticket
Compose a Reply to yourself with a blank body
when you receive the email, reply to it with the other email as attachment or inline, one at a time or all at once.
or
somehow use a procmail or other pre-filter that puts the ticket number in the subject based upon your header
or
change the PostMasterFilter code to look at your header information for ticket number



On Thu, Dec 9, 2010 at 1:52 AM, <Jan.Dreyer@bertelsmann.de> wrote:

Hi,

 

I would like to convert incoming mails into articles of the same ticket.

Example:

Mail A, B, C all contain the same unique ID in their header. I wish to merge all these mails into the same ticket as different articles. I’m able to define the format the unique ID; so it’s possible to use it as ticket ID, if needed.

 

Is that possible or do we have to modify the Postmaster Filter script for that? I found no clue in the docs for defining/changing the Ticket ID with Postmaster filter.

 

Mit freundlichen Grüßen

Jan Dreyer

IT-Administrator

Document Management | Enterprise Technologies, D-IT5

Information & Technology Services | D-IT
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e-mail: jan.dreyer@bertelsmann.de
fon:      +49 5241 80-89032
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