hi!currently, in a community 20 people are working on emails sent to one address. These mails get redirected by simple automatic mail-forwarding. We like to use OTRS for this in the future.
But a few of these "Agents" still like to work in the traditional way: answer to the email and copy the automatic forwarder to everybody. OTRS would then create a new ticket for each answer...
So what about identifying the Ticket-ID by the message headers? Usually there is someting like this:
Message-ID: <[EMAIL PROTECTED]> References: <[EMAIL PROTECTED]>, In-Reply-To: <[EMAIL PROTECTED]>If the Message "[EMAIL PROTECTED]" is still in OTRS and has a valid Ticket-ID - would it be possible that the PostMasterAgent find out the corresponding Ticket-ID and assign the the message "[EMAIL PROTECTED]" to it?
Thanks a lot for any ideas :) Vali
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