Hi all, We are starting to use OTRS in our business, And (of course) i have some questions........ How OTRS track a follow-up to a ticket ??? For example, if the agent reply (via e-mail) to a message WITHOUT leaving the ticket ID in the subject, the subsequent reply from the customer comes as a new ticket.......Here (in some cases) we dont like to answer with the ticket ID in the subject.... theres a "trick" to use a X-header for ticket tracking ??? example: OTRS can insert a x-header like: X-OTRS-TT: TICKET 1234567890 and then track the ticket using this X-header, without using the "subject" field..... Is this possible ??? Many many thanks Marco Cintolesi
Marco Cintolesi wrote:
we dont like to answer with the ticket ID in the subject.... theres a "trick" to use a X-header for ticket tracking ???
example: OTRS can insert a x-header like: X-OTRS-TT: TICKET 1234567890
and then track the ticket using this X-header, without using the "subject" field.....
Is this possible ???
I doubt it would work since you have no control over what headers the customer will put in their email. I know of no mail package that preserves headers when doing a reply. -- Phil Davis
-----Ursprüngliche Nachricht----- Von: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] Im Auftrag von Marco Cintolesi Gesendet: Mittwoch, 30. Oktober 2002 12:22 An: otrs@otrs.org Cc: OTRS Team Betreff: [otrs] Ticket follow-up question
We are starting to use OTRS in our business, And (of course) i have some questions........
How OTRS track a follow-up to a ticket ??? For example, if the agent reply (via e-mail) to a message WITHOUT leaving the ticket ID in the subject, the subsequent reply from the customer comes as a new ticket.......Here (in some cases) we dont like to answer with the ticket ID in the subject.... theres a "trick" to use a X-header for ticket tracking ???
example: OTRS can insert a x-header like: X-OTRS-TT: TICKET 1234567890
and then track the ticket using this X-header, without using the "subject" field.....
Is this possible ???
Afaik you can use procmail filters to set the ticket numbers on incoming mail but i guess the problem would be that not all email clients put the x-headers back into the mail when you reply Bastian
participants (3)
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Bastian Hoyer -
Marco Cintolesi -
Phil Davis