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.
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive:
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)
Hello Community,
we've developed and published the following free community modules for OTRS 3.2:
http://www.cape-it.de/free-otrs-community-additional-modules.html
* ArticleCopyMoveDelete
* ITSM-CIAttributeCollection
ImportExport-Extensions for OTRS 3.2 were published
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
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
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
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
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
