Hi Daniele, I have some issue in my OTRS system. Do you mean we have to change those 4 options to Yes? Thanks. David

From: daniele.carnino@fiatgroup.com> To: otrs@otrs.org> Date: Tue, 9 Dec 2008 15:02:34 +0100> Subject: [otrs] R: Identify Ticket-ID by message-headers> > Have you tried to set> > PostmasterFollowUpSearchInReferences> PostmasterFollowUpSearchInBody> > and, eventually:> > PostmasterFollowUpSearchInAttachment> PostmasterFollowUpSearchInRaw> > in Core::PostMaster under Sysconfig? > > Ciao, d.> > -----Messaggio originale-----> Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di ValiDOM> Inviato: martedì 9 dicembre 2008 14.00> A: otrs> Oggetto: [otrs] Identify Ticket-ID by message-headers> > hi!> > currently, in a community 20 people are working on emails sent to one address. These mails get redirected by simple automatic mail-forwarding. We like to use OTRS for this in the future.> > But a few of these "Agents" still like to work in the traditional way: > answer to the email and copy the automatic forwarder to everybody. > OTRS would then create a new ticket for each answer...> > So what about identifying the Ticket-ID by the message headers? > Usually there is someting like this:> > Message-ID: <25A46C7xxxxx@xxxxxx.com>> References: <48E141F2xxx@xxxx.net>,> In-Reply-To: <48E141F2xxx@xxxx.net>> > If the Message "8E141F2xxx@xxxx.net" is still in OTRS and has a valid Ticket-ID - would it be possible that the PostMasterAgent find out the corresponding Ticket-ID and assign the the message "25A46C7xxxxx@kxxxxx.com" to it?> > Thanks a lot for any ideas :)> > Vali> > _______________________________________________> OTRS mailing list: otrs - Webpage: http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Thanks for your reply. I tried to set it as Yes but it doesn't work. For example, support@company.com is the address for Queue support for incoming and outgoing mails. When I reply the mail and cc it to support@company, it always comes back to that ticket as a customer reply. I even set up a filter to black that email but it only work for new inbound email. From: daniele.carnino@fiatgroup.comTo: otrs@otrs.orgDate: Wed, 10 Dec 2008 12:44:40 +0100Subject: [otrs] R: R: Identify Ticket-ID by message-headers Yes David, you should change it to yes (sorry for the pun). You may start with first option (search in references) and see if this fits your needs then, optionally, try the remaining options. Ciao! Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di David EcoInviato: martedì 9 dicembre 2008 22.49A: otrs mailingOggetto: Re: [otrs] R: Identify Ticket-ID by message-headers Hi Daniele,I have some issue in my OTRS system. Do you mean we have to change those 4 options to Yes?Thanks. David> From: daniele.carnino@fiatgroup.com> To: otrs@otrs.org> Date: Tue, 9 Dec 2008 15:02:34 +0100> Subject: [otrs] R: Identify Ticket-ID by message-headers> > Have you tried to set> > PostmasterFollowUpSearchInReferences> PostmasterFollowUpSearchInBody> > and, eventually:> > PostmasterFollowUpSearchInAttachment> PostmasterFollowUpSearchInRaw> > in Core::PostMaster under Sysconfig? > > Ciao, d.> > -----Messaggio originale-----> Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di ValiDOM> Inviato: martedì 9 dicembre 2008 14.00> A: otrs> Oggetto: [otrs] Identify Ticket-ID by message-headers> > hi!> > currently, in a community 20 people are working on emails sent to one address. These mails get redirected by simple automatic mail-forwarding. We like to use OTRS for this in the future.> > But a few of these "Agents" still like to work in the traditional way: > answer to the email and copy the automatic forwarder to everybody. > OTRS would then create a new ticket for each answer...> > So what about identifying the Ticket-ID by the message headers? > Usually there is someting like this:> > Message-ID: <25A46C7xxxxx@xxxxxx.com>> References: <48E141F2xxx@xxxx.net>,> In-Reply-To: <48E141F2xxx@xxxx.net>> > If the Message "8E141F2xxx@xxxx.net" is still in OTRS and has a valid Ticket-ID - would it be possible that the PostMasterAgent find out the corresponding Ticket-ID and assign the the message "25A46C7xxxxx@kxxxxx.com" to it?> > Thanks a lot for any ideas :)> > Vali> > _______________________________________________> OTRS mailing list: otrs - Webpage: http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Win a trip with your 3 best buddies. Enter today. _________________________________________________________________