How does OTRS decide when to attach an email to an existing ticket rather than creating a new one? Is there any way to have OTRS find the ticket number from the body of an email. For example, joe@customer.com has an open ticket with us, and he sends an email to support@ourcompany.com with the ticket number in the body - he isn't replying to any of the OTRS generated emails though, and he doesn't put the ticket number in the subject. Thanks Ralph
otrs-bounces@otrs.org schrieb am 22.03.2006 02:56:32:
How does OTRS decide when to attach an email to an existing ticket rather than creating a new one?
by the ticket number in the subject line only.
Is there any way to have OTRS find the ticket number from the body of an
email. For example, joe@customer.com has an open ticket with us, and he sends an email to support@ourcompany.com with the ticket number in the body - he isn't replying to any of the OTRS generated emails though, and
he doesn't put the ticket number in the subject.
shurely, its open source, go ahead and let us knw your results.... there was a discussion about that some times ago on this list.... Li
Thanks Ralph
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Volker.Lipper@de.mecglobal.com schrieb:
otrs-bounces@otrs.org schrieb am 22.03.2006 02:56:32:
How does OTRS decide when to attach an email to an existing ticket rather than creating a new one?
by the ticket number in the subject line only.
I think "only" is not true - see $Self->{'PostmasterFollowUpSearchInReferences'} = '1';
Is there any way to have OTRS find the ticket number from the body of an email. For example, joe@customer.com has an open ticket with us, and he sends an email to support@ourcompany.com with the ticket number in the body - he isn't replying to any of the OTRS generated emails though, and he doesn't put the ticket number in the subject.
shurely, its open source, go ahead and let us knw your results.... there was a discussion about that some times ago on this list....
Li
Thanks Ralph
Volker.Lipper@de.mecglobal.com schrieb:
otrs-bounces@otrs.org schrieb am 22.03.2006 02:56:32:
How does OTRS decide when to attach an email to an existing ticket rather than creating a new one?
by the ticket number in the subject line only.
I think "only" is not true - see $Self->{'PostmasterFollowUpSearchInReferences'} = '1';
thx alot, learned something..... is it from version 2.0.. on or earlier versions also? and where does it search? Regards, Li
participants (3)
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Alexander Scholler -
Ralph Mason -
Volker.Lipper＠de.mecglobal.com