Re: [otrs] can ticket be created and tracked based on subject line
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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Re: [otrs] can ticket be created and tracked based on subject line
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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Re: [otrs] can ticket be created and tracked based on subject line
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
Re: [otrs] can ticket be created and tracked based on subject line
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 - 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
Re: [otrs] can ticket be created and tracked based on subject line
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 darshak.m...@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 - 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 - 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 - 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
Re: [otrs] can ticket be created and tracked based on subject line
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 darshak.m...@elitecore.com mailto:darshak.m...@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 - 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 - 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 - 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 - 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
