[otrs] Reading Ticket Number from Email Body

30 May 2017

      Hello,

I have a customer who sends ticket number in email body in pre-defined format. I see that OTRS can read ticket numbers form email body (ref: http://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Cor...), but I am not sure where I can specify format of the ticket number.

The format of ticket number in email body is

{CMI: MCID089682}
·         Will it always be enclosed in pair of {}
·         Will it always start with CMI:
·         Will ticket number always be MCID followed by exactly 6 digits

Appreciate your help.

GoodWills

Parag Bhalerao