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Darshak Modi

19 Apr 2013 19 Apr '13

9:48 a.m.

Instead of ticket id/number, can the ticket be tracked by subject . The customers generally do not include the id in subject line in any subsequent mails.

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Susan Dittmar

19 Apr 19 Apr

10:06 a.m.

Darshak Modi schrieb:

Instead of ticket id/number, can the ticket be tracked by subject . The customers generally do not include the id in subject line in any subsequent mails.

You can tell OTRS to check more than just ticket number to identify follow-up messages. In my (very very old) version of OTRS that's done with $Self->{PostmasterFollowUpSearchInReferences} = 1; Perhaps this helps you find out how to do it in your version, Susan

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Darshak Modi

10:29 a.m.

I think for that also, you need to have ticketid somewhere in subject/body On 19-04-2013 PM 03:36, Susan Dittmar wrote:

Darshak Modi schrieb:

...
Instead of ticket id/number, can the ticket be tracked by subject . The customers generally do not include the id in subject line in any subsequent mails.

You can tell OTRS to check more than just ticket number to identify follow-up messages. In my (very very old) version of OTRS that's done with

$Self->{PostmasterFollowUpSearchInReferences} = 1;

Perhaps this helps you find out how to do it in your version,

Susan --------------------------------------------------------------------- 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

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Susan Dittmar

11:21 a.m.

Darshak Modi schrieb:

I think for that also, you need to have ticketid somewhere in subject/body

Did you test, or do you just suspect? I just tested. I created a ticket by sending mail to OTRS. Without waiting for OTRS to accnolege my mail, I then sent a reply to my original mail, keeping just the subject (and, I think, the In-Reply-To header line) intact. OTRS did add the second mail to the ticket that was created out of the first mail. Susan

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Darshak Modi

11:32 a.m.

I dont know but somehow otrs stopped fetching mails for that test account. and also for other 2 accounts. However it fetched for other 4 account. This seems too weird. Nothing got in log messages or apache messages. On 19-04-2013 PM 04:51, Susan Dittmar wrote:

Darshak Modi schrieb:

...
I think for that also, you need to have ticketid somewhere in subject/body

Did you test, or do you just suspect? I just tested. I created a ticket by sending mail to OTRS. Without waiting for OTRS to accnolege my mail, I then sent a reply to my original mail, keeping just the subject (and, I think, the In-Reply-To header line) intact. OTRS did add the second mail to the ticket that was created out of the first mail.

Susan --------------------------------------------------------------------- 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

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Steven Carr

12:33 p.m.

When you reply to an email it embeds "reference" headers in the email which track emails MIME id's, so OTRS then uses these headers to match it up with previous emails without needing to check the subject. As for the not fetching emails, try running it manually from the CLI, check your cron log to see if it executed or not. On 19 April 2013 12:32, Darshak Modi wrote:

I dont know but somehow otrs stopped fetching mails for that test account. and also for other 2 accounts. However it fetched for other 4 account. This seems too weird.

Nothing got in log messages or apache messages.

On 19-04-2013 PM 04:51, Susan Dittmar wrote:

Darshak Modi schrieb:

I think for that also, you need to have ticketid somewhere in subject/body

Did you test, or do you just suspect? I just tested. I created a ticket by sending mail to OTRS. Without waiting for OTRS to accnolege my mail, I then sent a reply to my original mail, keeping just the subject (and, I think, the In-Reply-To header line) intact. OTRS did add the second mail to the ticket that was created out of the first mail.

Susan --------------------------------------------------------------------- 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

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Darshak Modi

1:49 p.m.

Ok tested and fine. now doing testing and update you! On 19-04-2013 PM 06:03, Steven Carr wrote:

When you reply to an email it embeds "reference" headers in the email which track emails MIME id's, so OTRS then uses these headers to match it up with previous emails without needing to check the subject.

As for the not fetching emails, try running it manually from the CLI, check your cron log to see if it executed or not.

On 19 April 2013 12:32, Darshak Modi mailto:darshak.modi@elitecore.com> wrote:

I dont know but somehow otrs stopped fetching mails for that test account. and also for other 2 accounts. However it fetched for other 4 account. This seems too weird.

Nothing got in log messages or apache messages.

On 19-04-2013 PM 04:51, Susan Dittmar wrote:

...
Darshak Modi schrieb:

...
I think for that also, you need to have ticketid somewhere in subject/body

Did you test, or do you just suspect? I just tested. I created a ticket by sending mail to OTRS. Without waiting for OTRS to accnolege my mail, I then sent a reply to my original mail, keeping just the subject (and, I think, the In-Reply-To header line) intact. OTRS did add the second mail to the ticket that was created out of the first mail.

Susan ---------------------------------------------------------------------

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Darshak Modi
Steven Carr
Susan Dittmar