Hi Daniele, I have some issue in my OTRS system. Do you mean we have to change those 4 options to Yes? Thanks. David > From: [EMAIL PROTECTED]> To: [email protected]> Date: Tue, 9 Dec 2008 15:02:34 > +0100> Subject: [otrs] R: Identify Ticket-ID by message-headers> > 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 _________________________________________________________________
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