Hi,

our client wants to send reports automatically on regular basis to our ticket system. The foreign system doesn’t know about the corresponding ticket number in OTRS, but has own identification numbers of the cases.

Is it possible to let OTRS sort the incoming mails into the corresponding ticket? E.g.

· First appearance of a foreign number creates a ticket

· Following references to the foreign number append the article to the existing OTRS ticket

It’s possible to modify the Mail headers (I think). So I thought about the following possible solution:

· Insert a mail header X-OTRS-TicketNumber

· In Postmaster Mail Account definition enable “Trusted”

· OTRS automagically respects the foreign number

I think that’s Utopia, isn’t it? Are there any other ways? Do I have to modify the sources to let OTRS recognize the foreign numbers?

Regards

Jan Dreyer

IT Administrator / Operations Team / M-IT OMS