Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion

13 Jul 2012

      So one option within OTRS you might want to look at is in Sysconfig under
Ticket -> Core::Postmaster

PostmasterFollowUpSearchInReferences - Executes follow up checks on
In-Reply-To or References headers for mails that don't have a ticket number
in the subject.

When you enable that, OTRS might then be able to catch the replied to
emails even if they have changed the subject or it's been bounced around a
few people, aslong as the referenced in the email headers remain intact.

Steve

On 13 July 2012 02:32, Kaushal Shriyan  wrote:
...
On Fri, Jul 13, 2012 at 5:51 AM, Gerald Young  wrote:
...
Kaushal,
We (I) thought you were talking about the mailing list thread. Are you
talking about conversations on a ticket? There's not really an easy way to
handle conversation threads unless you want to split/link tickets regarding
each conversation.
Gerald,
Yes i was referring to conversations on a OTRS generated ticket.
Regards
Kaushal
...
On Thu, Jul 12, 2012 at 7:50 PM, Kaushal Shriyan <
kaushalshriyan@gmail.com> wrote:
...
On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr  wrote:
...
It's called "don't edit the subject field after hitting reply in your
email client" *
Steve
* Unless you are viewing a digest email then yes copy paste the subject
of the item you want to reply to and strip out all the rest of the digest
info.
Hi Steve,
Do i need to set this in OTRS Dashboard Configuration or is it on the
client side (Mail User Agent aka Email Client ) when any user replies to a
ticket "don't edit the subject field after hitting reply in your email
client"
correct me if i am understanding it wrong.
Regards,
Kaushal
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