Hi Daniel, On Sat, Aug 02, 2003 at 06:23:35PM +0200, Daniel Seifert wrote:
[...] The problem of using the ticket-number in the messsage-id is that no customer can change it.
-=> E. g. a customer want's to write a new email to the system and is using an old OTRS email (by using the reply function), then the customer is just able to remove the ticket number from the subject (currently a new ticket will be created) but if we use also the in-reply-to header then the new request will be added to the old one. That's not what we want.
All customers need to know that the ticket number in the subject is the reference.
Good argument. What worries me is that customers might remove/change the ticket number in the subject, thus creating a new ticket even though it's a reply to a previous one. I do not recall an easy way to fix this in the GUI, e.g. having a new ticket I cannot merge this new ticket with a previous ticket (if I knew the number anyway). Maybe, although this is probably problematic as well, the following would work: if a in-reply-to field with a valid ticket number exists but no ticket number is in the subject, a new ticket will be created but it will have a note "reply to ticket xyz" and a link to merge this new ticket back into ticket xyz.
The merge-function is on the todo list... but at the moment you need to do this manually. PS: I would add an auto-reply to your queues with the important info that the ticket number in the subject line is the reference and should not be removed. This is a normal way to inform your customers after a ticket is created. .-)
Daniel Seifert
79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 0 Tage bis zum Gäubodenvolksfest! ;-)