No personal experience but changing your system ID to something different (from the default) I would think will resolve the problem. LQ
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ivan De Masi Sent: Thursday, February 12, 2009 10:05 AM To: otrs@otrs.org Subject: [otrs] Mails from customer otrs to our otrs - Ticket-IDs are messedup
Hello,
I already posted on the german speaking list, so excuse me if you get this problem twice, but until now there was no hint. :-)
We have a customer that forwards some mails to us from his otrs. Now the problem is that our otrs is (logicly) confusing the ticket-IDs and appending ticktes from that customer to already closed ticktes that don't go togehter.
Is there a way to ignore tickte-IDs from the mail-domain (via Postmaster Filter etc.) or would it help to change the way our otrs is creating new ticket-IDs for the future?
Can I change the way of new created ticket-IDs while the system is running (surely not fetching mails in that moment)?
Thanks!
Regards, Ivan