Generally I would avoid emailing other ticketing systems from OTRS, you can get into a very nasty &quot;Thank you for your reply&quot; email loop if auto-responses are enabled.<br><br>But you might want to enable PostmasterFollowUpSearchInReferences in Ticket -&gt; Core::PostMaster - this will search the reference headers to see if it can match the email with an existing ticket.<br>
<br>Steve<br><br><br><br><div class="gmail_quote">On 23 May 2012 03:19, ipguy <span dir="ltr">&lt;<a href="mailto:ipguy@pseudome.org" target="_blank">ipguy@pseudome.org</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<font><font face="verdana,sans-serif">hi all</font></font><div><font><font face="verdana,sans-serif"><br></font></font></div><div><font><font face="verdana,sans-serif">just a quick question</font></font></div><div><font><font face="verdana,sans-serif"><br>


</font></font></div><div><font><font face="verdana,sans-serif">i&#39;ve setup OTRS months ago and all is working well except for one slightly annoying issue</font></font></div><div><font><font face="verdana,sans-serif"><br>


</font></font></div><div><span style="font-family:verdana,sans-serif">as part of our support </span><span style="font-family:verdana,sans-serif">process</span><span style="font-family:verdana,sans-serif">, we are now asked to open a case with our upstream provider in there own support portal.</span></div>


<div><font face="verdana, sans-serif"><br></font></div><div><font face="verdana, sans-serif">when doing so, our OTRS support email address is emailed with a &quot;case opened&quot; and then a &quot;new case comment&quot; email during interaction with the case.</font></div>


<div><font face="verdana, sans-serif"><br></font></div><div><span style="font-family:verdana,sans-serif">does anyone know how I can get OTRS to merge all case tickets with the same case number in the subject ?? regardless of </span><span style="font-family:verdana,sans-serif">whether</span><span style="font-family:verdana,sans-serif"> the case email includes additional text ?</span></div>


<div><span style="font-family:verdana,sans-serif"><br></span></div><div><span style="font-family:verdana,sans-serif">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</span></div>


<div><span style="font-family:verdana,sans-serif"><br></span></div><div><span style="font-family:verdana,sans-serif">Hope this made sense.</span></div>
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