Hi Jesus,

I'm not 100% sure about the outcome you're trying to get. However setting Core::Postmaster::PostmasterFollowUpSearchInReferences to Yes did the trick for me without any modifications to the code. Once there is an email in OTRS, any replies to that email cc:ed to otrs address get linked to the ticket containing the email.

Regards,
Anton.

2010/3/26 Jesus Peña Martinez <jpena@bankinter.es>

Hi, everyone.

Let me explain our scenario.

We use OTRS to manage an internal mailbox where employees could send
requests or questions. Then it could happen there are several messages
about the same issue arriving to the mailbox before one agent replies. All
these messages hasn't got any ticket number.

For example:
     employee1 sends message1 to: employee2, employee3 and otrs address
     employee2 replies message1 to employee1, employee3 and cc:otrs
address (the subject will be Re: message1)
     otrs agent replies Re: message1 ticket to employee1, employee2,
employee3 (the subject will be [Ticket#xxxxxx] Re: message1)
(this example causes two tickets in our otrs system)

I've not seen a solution to this problem so I've introduced a modification
in CheckFollowUp routine in Kernel/System/PostMaster.pm module for
aggregate messages from different customers about the same subject in one
ticket:

sub CheckFollowUp {

   [...]
   # There is no valid ticket number in the subject.

   if ($Subject =~ /(?:Re: |Rm: |Rv: |Fwd: )+(.+)/i) {
       my @TicketIDs = $Self->{TicketObject}->TicketSearch(
               Result => 'ARRAY',
               Limit => '1',
               Title => "%$1%",
               UserID => $Self->{PostmasterUserID},
               Permission => 'ro',
       );
       if ( @TicketIDs ) {
               my %Ticket = $Self->{TicketObject}->TicketGet( TicketID =>
$TicketIDs[0] );
               return ( $Ticket{TicketNumber}, $TicketIDs[0] );
       }
   }

   # Try to find ticket number in References and In-Reply-To header.
   [...]

I've checked it and it works well!
What do you mean about this method? Have you got some better way to achieve
this?

Thank you.

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