Good afternoon,
We have recently upgraded OTRS Community Edition from version 5.0.15 ro 6.0.16.
Everything looks ok, tickets, queues, users, customers are in database, but we face problém with FollowUpCheck::Subject and Fulltext Search (sometimes does not return relevant answer).
OTRS is not able FollowUp tickets (especially old – created under OTRS5) in some cases.
We put into the Subject existing ticket numeber, fe.:
Subject: Ticket#2018102470003297 – Some text
And instead of FollowUpCheck::Subject new ticket is created: [Ticket#2019020110002788] RE: Ticket#2018102470003297 [...]
There is no clue, no patern which could identify what ticked subject will be processed by Kernel::System::PostMaster::FollowUpCheck::Subject.
Here is example message log for email where FollowUpCheck::Subject took effect:
▲# Priority Module Information Created
…
…
3 Kernel::System::PostMaster Subject: RE: [Ticket#2019012810003176] Another scope 01/28/2019 16:20:08
4 Kernel::System::PostMaster Message-ID: mailto:DB6P190MB03101AECFC3788EBAA23522D94960@DB6P190MB0310.EURP190.PROD.OUT...> 01/28/2019 16:20:08
5 Kernel::System::PostMaster Message-Id: mailto:DB6P190MB03101AECFC3788EBAA23522D94960@DB6P190MB0310.EURP190.PROD.OUT...> 01/28/2019 16:20:08
6 Kernel::System::PostMaster References: mailto:DB6P190MB0310C48C4783DA4A1ACDCA7194960@DB6P190MB0310.EURP190.PROD.OUT...>,<1548685161.68886.1030441265@otrsm.t-mobile.czmailto:1548685161.68886.1030441265@otrsm.t-mobile.cz> 01/28/2019 16:20:08
7 Kernel::System::PostMaster In-Reply-To: <1548685161.68886.1030441265@otrsm.t-mobile.czmailto:1548685161.68886.1030441265@otrsm.t-mobile.cz> 01/28/2019 16:20:08
8 Kernel::System::PostMaster Return-Path: test.user@outlook.commailto:test.user@outlook.com 01/28/2019 16:20:08
9 Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 01/28/2019 16:20:08
10 Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 01/28/2019 16:20:08
11 Kernel::System::PostMaster::FollowUpCheck::Subject Found valid TicketNumber '2019012810003176' (TicketID '153158') in email subject. 01/28/2019 16:20:08
12 Kernel::System::PostMaster Found follow up ticket with TicketNumber '2019012810003176' and TicketID '153158'. 01/28/2019 16:20:08
13 Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 01/28/2019 16:20:08
…
… etc.
And here example where not (and new ticket is crated):
▲# Priority Module Information Created
1 Kernel::System::Email Building message for delivery. 02/01/2019 14:56:54
2 Kernel::System::Email Queuing message for delivery. 02/01/2019 14:56:54
3 Kernel::System::MailQueue Serializing and saving message (ArticleID: 225434, Sender: , Recipient: testuser11@t-mobile.czmailto:testuser11@t-mobile.cz, MessageID: <1549029413.175797.530028447@otrsm.t-mobile.czmailto:1549029413.175797.530028447@otrsm.t-mobile.cz>) 02/01/2019 14:56:54
4 Kernel::System::MailQueue Successfully stored message for sending. 02/01/2019 14:56:54
5 Kernel::System::Email Successfully queued message for delivery (MessageID: <1549029413.175797.530028447@otrsm.t-mobile.czmailto:1549029413.175797.530028447@otrsm.t-mobile.cz>, To: 'testuser11@t-mobile.cz', From: '', Subject: '[Ticket#2019020110002788] RE: Ticket#2018102470003297 [...]'). 02/01/2019 14:56:54
6 Kernel::System::MailQueue Sending queued message with id '27572'. 02/01/2019 14:57:11
7 Kernel::System::Email Trying to send the email using backend 'Kernel::System::Email::Sendmail'. 02/01/2019 14:57:11
8 Kernel::System::Email::Sendmail Received message for sending, validating message contents. 02/01/2019 14:57:11
9 Kernel::System::Email::Sendmail Checking availability of sendmail command. 02/01/2019 14:57:11
10 Kernel::System::MailQueue Message successfuly sent! 02/01/2019 14:57:11
Please do You have idea where to fix this kind of behavior? (I mean how to configure OTRS to do FollowUpCheck::Subject ALWAYS for all incomming messages)
Looking forward to Your opinions.
Best regards
Martin
Tento email a jeho případné přílohy jsou určeny výhradně konkrétnímu adresátovi a mohou obsahovat důvěrné informace. Nejste-li zamýšleným adresátem tohoto emailu nebo jeho příloh či jejich obsahu, obratem nás prosím kontaktujte https://www.t-mobile.cz/kontakty-t-mobile a email a případné přílohy trvale odstraňte. Současně vezměte na vědomí, že šíření, sdělování obsahu či kopírování obsahu emailu či příloh je přísně zakázáno. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us https://www.t-mobile.cz/kontakty-t-mobile immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited.
Zásady komunikace, které společnost T-Mobile Czech Republic a.s. užívá při sjednávání smluv, jsou uvedeny zde http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_cz.pd... . Není-li v zásadách uvedeno jinak, nepředstavuje tato zpráva konečný návrh na uzavření či změnu smlouvy ani přijetí takového návrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_en.pd... . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer.
Salač, Martin