Hi Luc, The framework itself can't do this unfortunately.
we have a feature add on available that does exactly this: http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/descriptions/#ExternalTicketNumberRecognition If you'd be interested please drop us a line at [email protected]. -- Michiel On Tue, Jul 26, 2011 at 17:35, Luc Van den Abeele <[email protected]>wrote: > Hi,**** > > ** ** > > We have a customer who is using his own ticketnumber in the subject, and > not the one provided by us. So every update they send to us on a ticket > creates for us a new ticket, which generates an autoanswer with the > ticketnumber and which we have to merge with the original one.**** > > ** ** > > Because their ticketnumber always has the same format, I was wondering if > it was possible to use their ticketnumber to decide if this is a new ticket > or an existing.**** > > ** ** > > The procedure should look like this**** > > ** ** > > Subject contains “ABCXXXXXXX” (where XXXXXXXX = ticketnumber). **** > > If yes à is there already an existing ticket with the ticketnumber in the > subject. **** > > If Yes à add mail to the exisiting ticket**** > > If No à create new ticket**** > > If no à create new ticket**** > > ** ** > > ** ** > > Met vriendelijke groeten, > * * > *Luc Van den Abeele* > Technical Consultant > [image: Description: Inia] <http://www.inia.be/> > *Uilenbaan 80** **·** **2160 Wommelgem* > Tel: +32 3 545 67 83 · Fax: +32 3 545 67 88 > [email protected]**** > > ** ** > > --------------------------------------------------------------------- > 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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