Am Fre, 2003-08-01 um 11.25 schrieb Martin Edenhofer: Hi,
aware of another way to sort in tickets - the "in-reply-to" header of the mail. Assuming that the mta on both sides does not mangle the message ids, it would be possibly to extract the messsage-id of the mail that the customer replied to. If OTRS's outgoing mails used a message-id of "ticketnumber+mailcount+checksum", this would provide a way to sort customer replys with changed subjects or missing ticket numbers.
[] I do not see this option as a standalone option, but rather in combination with the ticket number printed in the subject.
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.
mails. Can OTRS provide an "auto-bcc" field for outgoing mails?
[] Asking the question in a broader term: except for the usual backups of the mysql database files etc, what is the recommendation from the OTRS team to handle backups? Our OTRS system will contain some important
Backup the database (e. g. by mysqldump) and backup the OTRS $OTRS_HOME/var/ files. That's all. There are two files for this scripts/backup.sh and scripts/restore.sh.
Of course.
PS: If you want to backup all incoming/outgoing email the you should do this for incoming emails with procmail ($OTRS_HOME/.procmailrc) and for outgoing emails by adding the following to your Kernel/Config.pm for an archiv account:
[...] # SendmailBcc # (Send all outgoing email via bcc to... # Warning: use it only for external archive funktions) $Self->{'SendmailBcc'} = ''; [...]
Thanks, I'll give this a try. -- Mit freundlichen Gruessen / With best regards Daniel Seifert 79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642