Thanks, unfortunately it's already set. To clarify, we're not emailing another helpdesk system from OTRS, the emails are generated by the other helpdesk system due to our staff opening a case with our upstream provider.
Notification emails are then sent to our OTRS with there ticket number in the subject. Can we filter against there ticket number to merge tickets ? instead of each new correspondance opening a new ticket in our OTRS ---------- Forwarded message ---------- From: Steven Carr <[email protected]> Date: Wed, May 23, 2012 at 5:45 PM Subject: Re: [otrs] subject change opens new ticket To: "User questions and discussions about OTRS." <[email protected]> Generally I would avoid emailing other ticketing systems from OTRS, you can get into a very nasty "Thank you for your reply" email loop if auto-responses are enabled. But you might want to enable PostmasterFollowUpSearchInReferences in Ticket -> Core::PostMaster - this will search the reference headers to see if it can match the email with an existing ticket. Steve On 23 May 2012 03:19, ipguy <[email protected]> wrote: > hi all > > just a quick question > > i've setup OTRS months ago and all is working well except for one slightly > annoying issue > > as part of our support process, we are now asked to open a case with our > upstream provider in there own support portal. > > when doing so, our OTRS support email address is emailed with a "case > opened" and then a "new case comment" email during interaction with the > case. > > does anyone know how I can get OTRS to merge all case tickets with the > same case number in the subject ?? regardless of whether the case email > includes additional text ? > > This is done by default for any email to and from OTRS but our upstream > providers case tickets are making a little difficult as we need to manually > merge the tickets > > Hope this made sense. > > --------------------------------------------------------------------- > 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 > --------------------------------------------------------------------- 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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