Search for ticket in both subject and body?
Hi, I was wondering if it is possible to have otrs serach for the ticket number in both the subjec AND the body. My users are not always that handy when it comes to email, so it would be nice if otrs could search the whole incomming email for the ticket number. I get a lot of new tickets that I then have to merge with existing ticket and so on.... Cheers -------------------------------- Carl Boberg System & Network Administrator Swedish Museum of Naturalhistory Frescativägen 40 104 05 Stockholm Sweden Tel nr: 08-5195 5116 Mobile: 0701-82 4055 E-mail: carl.boberg@nrm.se --------------------------------
Hi,
I was wondering if it is possible to have otrs search for the ticket number in both the subjec AND the body. I think you would have to do some coding to achieve your demand. But you can set $Self->{'PostmasterFollowUpSearchInReferences'} = '1'; to let OTRS search the mail-header to notice the incoming mail as follow-up (replied mail) in case that the subject doesn't include the ticket-number.
Search also the mail-archive for further information.
Carl Boberg
Bye, Alex
participants (2)
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Alexander Scholler -
Carl Boberg