Have you tried to set PostmasterFollowUpSearchInReferences PostmasterFollowUpSearchInBody
and, eventually: PostmasterFollowUpSearchInAttachment PostmasterFollowUpSearchInRaw in Core::PostMaster under Sysconfig? Ciao, d. -----Messaggio originale----- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di ValiDOM Inviato: martedì 9 dicembre 2008 14.00 A: otrs Oggetto: [otrs] Identify Ticket-ID by message-headers 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 _______________________________________________ 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
