Hi Shozo,
On Wed, Dec 11, 2002 at 10:45:52PM +0900, murahashi wrote:
> > > I 'm confusing and I can't find where should I check?
> >
> > Check the AdminArea->Queue settings for that queue, and make sure that the
> > "Follow up Option" menu is set to "possible" rather than "new ticket"
> > (assuming the English language files). We've just started using OTRS a
> > couple of days ago, and had the same problem...
> >
> I set 'Follow up option' to 'possible' for RAW queue but it's same.
> Is there any other settings or configuration?
> Agent's reply , customer' web request, system autoresponse and add note
> works good.
> I'm looking into Postmaseter.pm but ...
> Any other suggestion?
Ok, set the debug from Kernel/System/PostMaster.pm to 2
[...]
# for debug 0=off; 1=info; 2=on
$Self->{Debug} = 2;
[...]
Put this demo email (without <snip>) in a file (e. g. test.box)
<snip>
From: <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Subject: follow up test
simple test
</snip>
cat this file through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl)
the new ticket should be shown in a queue.
Add the new ticket number to the test.box
<snip>
From: <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Subject: [Ticket#: ?????????] follow up test
simple test
</snip>
cat it again through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl)
Is it now a follow up?
What is in the log file between "Global OTRS email handle (PostMaster.pl) started..."
and "Global OTRS email handle (PostMaster.pl) stoped."?
> shozo
Martin
--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
Old programmers never die. They just branch to a new address.
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