Hi Luc,
The framework itself can't do this unfortunately.
we have a feature add on available that does exactly this:
http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/descriptions/...
If you'd be interested please drop us a line at enjoy@otrs.com.
--
Michiel
On Tue, Jul 26, 2011 at 17:35, Luc Van den Abeele
Hi,****
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We have a customer who is using his own ticketnumber in the subject, and not the one provided by us. So every update they send to us on a ticket creates for us a new ticket, which generates an autoanswer with the ticketnumber and which we have to merge with the original one.****
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Because their ticketnumber always has the same format, I was wondering if it was possible to use their ticketnumber to decide if this is a new ticket or an existing.****
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The procedure should look like this****
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Subject contains “ABCXXXXXXX” (where XXXXXXXX = ticketnumber). ****
If yes à is there already an existing ticket with the ticketnumber in the subject. ****
If Yes à add mail to the exisiting ticket****
If No à create new ticket****
If no à create new ticket****
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Met vriendelijke groeten, * * *Luc Van den Abeele* Technical Consultant [image: Description: Inia] http://www.inia.be/ *Uilenbaan 80** **·** **2160 Wommelgem* Tel: +32 3 545 67 83 · Fax: +32 3 545 67 88 luc.vandenabeele@inia.be****
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