OTRS Email Conversation on a specific issue/topic/discussion

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Anyone try using the 3.1 Generic...

Kaushal Shriyan

12 Jul 2012 12 Jul '12

2:20 p.m.

Hi, can we keep the same email thread for the same conversation instead of forking multiple email threads on the same issue/topic/discussion? is there a setting which can be configured. Regards, Kaushal

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Steven Carr

12 Jul 12 Jul

2:55 p.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

It's called "don't edit the subject field after hitting reply in your email client" * Steve * Unless you are viewing a digest email then yes copy paste the subject of the item you want to reply to and strip out all the rest of the digest info. On 12 July 2012 15:20, Kaushal Shriyan wrote:

...

Hi,

can we keep the same email thread for the same conversation instead of forking multiple email threads on the same issue/topic/discussion? is there a setting which can be configured.

Regards,

Kaushal

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Gerald Young

3:31 p.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

Actually, I should have created a new subject instead of replying/forking. My apologies. On Thu, Jul 12, 2012 at 10:55 AM, Steven Carr wrote:

...

It's called "don't edit the subject field after hitting reply in your email client" *

Steve

* Unless you are viewing a digest email then yes copy paste the subject of the item you want to reply to and strip out all the rest of the digest info.

On 12 July 2012 15:20, Kaushal Shriyan wrote:

...
Hi,

can we keep the same email thread for the same conversation instead of forking multiple email threads on the same issue/topic/discussion? is there a setting which can be configured.

Regards,

Kaushal

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Kaushal Shriyan

11:50 p.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr wrote:

...

It's called "don't edit the subject field after hitting reply in your email client" *

Steve

* Unless you are viewing a digest email then yes copy paste the subject of the item you want to reply to and strip out all the rest of the digest info.

Hi Steve, Do i need to set this in OTRS Dashboard Configuration or is it on the client side (Mail User Agent aka Email Client ) when any user replies to a ticket "don't edit the subject field after hitting reply in your email client" correct me if i am understanding it wrong. Regards, Kaushal

Gerald Young

13 Jul 13 Jul

12:21 a.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

Kaushal, We (I) thought you were talking about the mailing list thread. Are you talking about conversations on a ticket? There's not really an easy way to handle conversation threads unless you want to split/link tickets regarding each conversation. On Thu, Jul 12, 2012 at 7:50 PM, Kaushal Shriyan wrote:

...

On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr wrote:

...
It's called "don't edit the subject field after hitting reply in your email client" *

Steve

* Unless you are viewing a digest email then yes copy paste the subject of the item you want to reply to and strip out all the rest of the digest info.

Hi Steve,

Do i need to set this in OTRS Dashboard Configuration or is it on the client side (Mail User Agent aka Email Client ) when any user replies to a ticket "don't edit the subject field after hitting reply in your email client"

correct me if i am understanding it wrong.

Regards,

Kaushal

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Kaushal Shriyan

1:32 a.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

On Fri, Jul 13, 2012 at 5:51 AM, Gerald Young wrote:

...

Kaushal,

We (I) thought you were talking about the mailing list thread. Are you talking about conversations on a ticket? There's not really an easy way to handle conversation threads unless you want to split/link tickets regarding each conversation.

Gerald, Yes i was referring to conversations on a OTRS generated ticket. Regards Kaushal

...

On Thu, Jul 12, 2012 at 7:50 PM, Kaushal Shriyan
...
wrote:

...
On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr wrote:

...
It's called "don't edit the subject field after hitting reply in your email client" *

Steve

* Unless you are viewing a digest email then yes copy paste the subject of the item you want to reply to and strip out all the rest of the digest info.

Hi Steve,

Do i need to set this in OTRS Dashboard Configuration or is it on the client side (Mail User Agent aka Email Client ) when any user replies to a ticket "don't edit the subject field after hitting reply in your email client"

correct me if i am understanding it wrong.

Regards,

Kaushal

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Steven Carr

8:03 a.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

So one option within OTRS you might want to look at is in Sysconfig under Ticket -> Core::Postmaster PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. When you enable that, OTRS might then be able to catch the replied to emails even if they have changed the subject or it's been bounced around a few people, aslong as the referenced in the email headers remain intact. Steve On 13 July 2012 02:32, Kaushal Shriyan wrote:

...

On Fri, Jul 13, 2012 at 5:51 AM, Gerald Young wrote:

...
Kaushal,

We (I) thought you were talking about the mailing list thread. Are you talking about conversations on a ticket? There's not really an easy way to handle conversation threads unless you want to split/link tickets regarding each conversation.

Gerald,

Yes i was referring to conversations on a OTRS generated ticket.

Regards

Kaushal

...
On Thu, Jul 12, 2012 at 7:50 PM, Kaushal Shriyan < kaushalshriyan@gmail.com> wrote:

...
On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr wrote:

...
It's called "don't edit the subject field after hitting reply in your email client" *

Steve

* Unless you are viewing a digest email then yes copy paste the subject of the item you want to reply to and strip out all the rest of the digest info.

Hi Steve,

Do i need to set this in OTRS Dashboard Configuration or is it on the client side (Mail User Agent aka Email Client ) when any user replies to a ticket "don't edit the subject field after hitting reply in your email client"

correct me if i am understanding it wrong.

Regards,

Kaushal

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Kaushal Shriyan

2:33 p.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr wrote:

...

So one option within OTRS you might want to look at is in Sysconfig under Ticket -> Core::Postmaster

PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.

When you enable that, OTRS might then be able to catch the replied to emails even if they have changed the subject or it's been bounced around a few people, aslong as the referenced in the email headers remain intact.

Steve

Thanks Steve for the reply. what i have noticed is when someone shoots a email to OTRS with cc my emailid and both reply to the OTRS, there are multiple emails forked with separate ticket numbers. Any clue?

...

For example : sender emailid : persona@mydomain.com to emailid : lmsagent@mydomain.com cc : personb@mydomain.com when persona@mydomain.com and personb@mydomain.com both reply to the OTRS generated email keeping the subject matter intact, there are 2 separate tickets. Please suggest. Regards Kaushal

Kaushal Shriyan

11:25 p.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

On Fri, Jul 13, 2012 at 8:03 PM, Kaushal Shriyan wrote:

...

On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr wrote:

...
So one option within OTRS you might want to look at is in Sysconfig under Ticket -> Core::Postmaster

PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.

When you enable that, OTRS might then be able to catch the replied to emails even if they have changed the subject or it's been bounced around a few people, aslong as the referenced in the email headers remain intact.

Steve

Thanks Steve for the reply. what i have noticed is when someone shoots a email to OTRS with cc my emailid and both reply to the OTRS, there are multiple emails forked with separate ticket numbers. Any clue?

...
For example : sender emailid : persona@mydomain.com to emailid : lmsagent@mydomain.com cc : personb@mydomain.com

when persona@mydomain.com and personb@mydomain.com both reply to the OTRS generated email keeping the subject matter intact, there are 2 separate tickets. Please suggest.

Regards

Kaushal

Hi, can someone please reply to my earlier post to this mailing list? Regards, Kaushal

Gerald Young

14 Jul 14 Jul

12:16 a.m.

New subject: OTRS Email Conversation on a specific issue/topic/discussion

...

"when persona@mydomain.com and personb@mydomain.com *both reply to the OTRS generated email keeping the subject matter intact*, there are 2 separate tickets."

I cannot believe this to be the case unless you've disabled the ticket number in the subject. If you have, then you need to put the ticket number in the body or somewhere and use FollowUpSearch. (also, check your OTRS logs for why) On Fri, Jul 13, 2012 at 7:25 PM, Kaushal Shriyan wrote:

...

On Fri, Jul 13, 2012 at 8:03 PM, Kaushal Shriyan
...
wrote:

...
On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr wrote:

...
So one option within OTRS you might want to look at is in Sysconfig under Ticket -> Core::Postmaster

PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.

When you enable that, OTRS might then be able to catch the replied to emails even if they have changed the subject or it's been bounced around a few people, aslong as the referenced in the email headers remain intact.

Steve

Thanks Steve for the reply. what i have noticed is when someone shoots a email to OTRS with cc my emailid and both reply to the OTRS, there are multiple emails forked with separate ticket numbers. Any clue?

...
For example : sender emailid : persona@mydomain.com to emailid : lmsagent@mydomain.com cc : personb@mydomain.com

when persona@mydomain.com and personb@mydomain.com both reply to the OTRS generated email keeping the subject matter intact, there are 2 separate tickets. Please suggest.

Regards

Kaushal

Hi,

can someone please reply to my earlier post to this mailing list?

Regards,

Kaushal

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participants (3)

Gerald Young
Kaushal Shriyan
Steven Carr