Mails from customer otrs to our otrs - Ticket-IDs are messed up
Hello, I already posted on the german speaking list, so excuse me if you get this problem twice, but until now there was no hint. :-) We have a customer that forwards some mails to us from his otrs. Now the problem is that our otrs is (logicly) confusing the ticket-IDs and appending ticktes from that customer to already closed ticktes that don't go togehter. Is there a way to ignore tickte-IDs from the mail-domain (via Postmaster Filter etc.) or would it help to change the way our otrs is creating new ticket-IDs for the future? Can I change the way of new created ticket-IDs while the system is running (surely not fetching mails in that moment)? Thanks! Regards, Ivan -- dgx new media GmbH Saalbaustr. 8-10 64283 Darmstadt Germany Tel. +49 6151 8508 - 019 Fax +49 6151 8508 - 111 www.dgx.de Geschäftsführer: Dipl. Designer Till Middelhauve Dipl. Informatiker Witold Wegner Amtsgericht Darmstadt, HRB 7809 Steuernummer 00723113813
No personal experience but changing your system ID to something different (from the default) I would think will resolve the problem. LQ
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ivan De Masi Sent: Thursday, February 12, 2009 10:05 AM To: otrs@otrs.org Subject: [otrs] Mails from customer otrs to our otrs - Ticket-IDs are messedup
Hello,
I already posted on the german speaking list, so excuse me if you get this problem twice, but until now there was no hint. :-)
We have a customer that forwards some mails to us from his otrs. Now the problem is that our otrs is (logicly) confusing the ticket-IDs and appending ticktes from that customer to already closed ticktes that don't go togehter.
Is there a way to ignore tickte-IDs from the mail-domain (via Postmaster Filter etc.) or would it help to change the way our otrs is creating new ticket-IDs for the future?
Can I change the way of new created ticket-IDs while the system is running (surely not fetching mails in that moment)?
Thanks!
Regards, Ivan
Hi, I also think that your system ID is probably the same that your customer, that why the problem occurs. Here we use an OTRS installation in production but with a modified ticket N° format in compare to the default one using date, no problem with others customers using OTRS at the moment. Laurent LQ Marshall a écrit :
No personal experience but changing your system ID to something different (from the default) I would think will resolve the problem.
LQ
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ivan De Masi Sent: Thursday, February 12, 2009 10:05 AM To: otrs@otrs.org Subject: [otrs] Mails from customer otrs to our otrs - Ticket-IDs are messedup
Hello,
I already posted on the german speaking list, so excuse me if you get this problem twice, but until now there was no hint. :-)
We have a customer that forwards some mails to us from his otrs. Now the problem is that our otrs is (logicly) confusing the ticket-IDs and appending ticktes from that customer to already closed ticktes that don't go togehter.
Is there a way to ignore tickte-IDs from the mail-domain (via Postmaster Filter etc.) or would it help to change the way our otrs is creating new ticket-IDs for the future?
Can I change the way of new created ticket-IDs while the system is running (surely not fetching mails in that moment)?
Thanks!
Regards, Ivan
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participants (3)
-
Ivan De Masi -
Laurent Minost -
LQ Marshall