Hi, everyone. Let me explain our scenario. We use OTRS to manage an internal mailbox where employees could send requests or questions. Then it could happen there are several messages about the same issue arriving to the mailbox before one agent replies. All these messages hasn't got any ticket number. For example: employee1 sends message1 to: employee2, employee3 and otrs address employee2 replies message1 to employee1, employee3 and cc:otrs address (the subject will be Re: message1) otrs agent replies Re: message1 ticket to employee1, employee2, employee3 (the subject will be [Ticket#xxxxxx] Re: message1) (this example causes two tickets in our otrs system) I've not seen a solution to this problem so I've introduced a modification in CheckFollowUp routine in Kernel/System/PostMaster.pm module for aggregate messages from different customers about the same subject in one ticket: sub CheckFollowUp { [...] # There is no valid ticket number in the subject. if ($Subject =~ /(?:Re: |Rm: |Rv: |Fwd: )+(.+)/i) { my @TicketIDs = $Self->{TicketObject}->TicketSearch( Result => 'ARRAY', Limit => '1', Title => "%$1%", UserID => $Self->{PostmasterUserID}, Permission => 'ro', ); if ( @TicketIDs ) { my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $TicketIDs[0] ); return ( $Ticket{TicketNumber}, $TicketIDs[0] ); } } # Try to find ticket number in References and In-Reply-To header. [...] I've checked it and it works well! What do you mean about this method? Have you got some better way to achieve this? Thank you.
Hi Jesus,
I'm not 100% sure about the outcome you're trying to get. However
setting Core::Postmaster::PostmasterFollowUpSearchInReferences
to Yes did the trick for me without any modifications to the code. Once
there is an email in OTRS, any replies to that email cc:ed to otrs address
get linked to the ticket containing the email.
Regards,
Anton.
2010/3/26 Jesus Peña Martinez
Hi, everyone.
Let me explain our scenario.
We use OTRS to manage an internal mailbox where employees could send requests or questions. Then it could happen there are several messages about the same issue arriving to the mailbox before one agent replies. All these messages hasn't got any ticket number.
For example: employee1 sends message1 to: employee2, employee3 and otrs address employee2 replies message1 to employee1, employee3 and cc:otrs address (the subject will be Re: message1) otrs agent replies Re: message1 ticket to employee1, employee2, employee3 (the subject will be [Ticket#xxxxxx] Re: message1) (this example causes two tickets in our otrs system)
I've not seen a solution to this problem so I've introduced a modification in CheckFollowUp routine in Kernel/System/PostMaster.pm module for aggregate messages from different customers about the same subject in one ticket:
sub CheckFollowUp {
[...] # There is no valid ticket number in the subject.
if ($Subject =~ /(?:Re: |Rm: |Rv: |Fwd: )+(.+)/i) { my @TicketIDs = $Self->{TicketObject}->TicketSearch( Result => 'ARRAY', Limit => '1', Title => "%$1%", UserID => $Self->{PostmasterUserID}, Permission => 'ro', ); if ( @TicketIDs ) { my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $TicketIDs[0] ); return ( $Ticket{TicketNumber}, $TicketIDs[0] ); } }
# Try to find ticket number in References and In-Reply-To header. [...]
I've checked it and it works well! What do you mean about this method? Have you got some better way to achieve this?
Thank you.
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Hi Anton and thank you for your comments.
I know the FollowUpSearchInReferences and rest of follow-up-search-in
options (subject, body, etc.) but it only works if there is a ticket number
in one of these email parts. The code modification works to link the
messages before the ticket number is created.
Regards.
Jesus.
"Anton Gubar'kov"
participants (2)
-
Anton Gubar'kov -
Jesus Peña Martinez