To clarify, we're not emailing another helpdesk system from OTRS, the emails are generated by the other helpdesk system due to our staff opening a case with our upstream provider.
Notification emails are then sent to our OTRS with there ticket number in the subject.
Can we filter against there ticket number to merge tickets ? instead of each new correspondance opening a new ticket in our OTRS
---------- Forwarded message ----------
From:
Steven Carr <sjcarr@gmail.com>
Date: Wed, May 23, 2012 at 5:45 PM
Subject: Re: [otrs] subject change opens new ticket
To: "User questions and discussions about OTRS." <
otrs@otrs.org>
Generally I would avoid emailing other ticketing systems from OTRS, you can get into a very nasty "Thank you for your reply" email loop if auto-responses are enabled.
But you might want to enable PostmasterFollowUpSearchInReferences in Ticket -> Core::PostMaster - this will search the reference headers to see if it can match the email with an existing ticket.
Steve
hi all
just a quick question
i've setup OTRS months ago and all is working well except for one slightly annoying issue
as part of our support process, we are now asked to open a case with our upstream provider in there own support portal.
when doing so, our OTRS support email address is emailed with a "case opened" and then a "new case comment" email during interaction with the case.
does anyone know how I can get OTRS to merge all case tickets with the same case number in the subject ?? regardless of whether the case email includes additional text ?
This is done by default for any email to and from OTRS but our upstream providers case tickets are making a little difficult as we need to manually merge the tickets
Hope this made sense.
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