Hi,
I also think that your system ID is probably the same that your
customer, that why the problem occurs.
Here we use an OTRS installation in production but with a modified
ticket N° format in compare to the default one using date, no problem
with others customers using OTRS at the moment.
Laurent
LQ Marshall a écrit :
No personal experience but changing your system ID to something different
(from the default) I would think will resolve the problem.
LQ
-----Original Message-----
From: [email protected] [mailto:[email protected]] On
Behalf Of Ivan De Masi
Sent: Thursday, February 12, 2009 10:05 AM
To: [email protected]
Subject: [otrs] Mails from customer otrs to our otrs -
Ticket-IDs are messedup
Hello,
I already posted on the german speaking list, so excuse me if
you get this problem twice, but until now there was no hint. :-)
We have a customer that forwards some mails to us from his otrs.
Now the problem is that our otrs is (logicly) confusing the
ticket-IDs and appending ticktes from that customer to
already closed ticktes that don't go togehter.
Is there a way to ignore tickte-IDs from the mail-domain (via
Postmaster Filter etc.) or would it help to change the way
our otrs is creating new ticket-IDs for the future?
Can I change the way of new created ticket-IDs while the
system is running (surely not fetching mails in that moment)?
Thanks!
Regards,
Ivan
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