I think the short answer is no, their emails have nothing in them that OTRS can use to identify the ticket within OTRS to attach the case to.

One thing you might be able to do is look at the GenericAgent scripts, you might be able to write a custom script that runs every 10 mins that locates any new tickets from the external helpdesk and tries to see if it can match them with an existing ticket, but that would be quite a complex thing to do and I'm not sure if it would even be possible.

Steve

On 24 May 2012 00:24, ipguy <ipguy@pseudome.org> wrote:

Thanks, unfortunately it's already set.

To clarify, we're not emailing another helpdesk system from OTRS, the emails are generated by the other helpdesk system due to our staff opening a case with our upstream provider.

Notification emails are then sent to our OTRS with there ticket number in the subject.

Can we filter against there ticket number to merge tickets ? instead of each new correspondance opening a new ticket in our OTRS

---------- Forwarded message ----------
From: Steven Carr <sjcarr@gmail.com>
Date: Wed, May 23, 2012 at 5:45 PM
Subject: Re: [otrs] subject change opens new ticket
To: "User questions and discussions about OTRS." <otrs@otrs.org>


Generally I would avoid emailing other ticketing systems from OTRS, you can get into a very nasty "Thank you for your reply" email loop if auto-responses are enabled.

But you might want to enable PostmasterFollowUpSearchInReferences in Ticket -> Core::PostMaster - this will search the reference headers to see if it can match the email with an existing ticket.

Steve

On 23 May 2012 03:19, ipguy <ipguy@pseudome.org> wrote:

hi all

just a quick question

i've setup OTRS months ago and all is working well except for one slightly annoying issue

as part of our support process, we are now asked to open a case with our upstream provider in there own support portal.

when doing so, our OTRS support email address is emailed with a "case opened" and then a "new case comment" email during interaction with the case.

does anyone know how I can get OTRS to merge all case tickets with the same case number in the subject ?? regardless of whether the case email includes additional text ?

This is done by default for any email to and from OTRS but our upstream providers case tickets are making a little difficult as we need to manually merge the tickets

Hope this made sense.

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