Hi Luc, The framework itself can't do this unfortunately. we have a feature add on available that does exactly this: http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/descriptions/... If you'd be interested please drop us a line at enjoy@otrs.com. -- Michiel On Tue, Jul 26, 2011 at 17:35, Luc Van den Abeele wrote:

Hi,****

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We have a customer who is using his own ticketnumber in the subject, and not the one provided by us. So every update they send to us on a ticket creates for us a new ticket, which generates an autoanswer with the ticketnumber and which we have to merge with the original one.****

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Because their ticketnumber always has the same format, I was wondering if it was possible to use their ticketnumber to decide if this is a new ticket or an existing.****

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The procedure should look like this****

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Subject contains “ABCXXXXXXX” (where XXXXXXXX = ticketnumber). ****

If yes à is there already an existing ticket with the ticketnumber in the subject. ****

If Yes à add mail to the exisiting ticket****

If No à create new ticket****

If no à create new ticket****

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Met vriendelijke groeten, * * *Luc Van den Abeele* Technical Consultant [image: Description: Inia] http://www.inia.be/ *Uilenbaan 80** **·** **2160 Wommelgem* Tel: +32 3 545 67 83 · Fax: +32 3 545 67 88 luc.vandenabeele@inia.be****

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