So one option within OTRS you might want to look at is in Sysconfig under Ticket -> Core::Postmaster
PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. When you enable that, OTRS might then be able to catch the replied to emails even if they have changed the subject or it's been bounced around a few people, aslong as the referenced in the email headers remain intact. Steve On 13 July 2012 02:32, Kaushal Shriyan <[email protected]> wrote: > > > On Fri, Jul 13, 2012 at 5:51 AM, Gerald Young <[email protected]> wrote: > >> Kaushal, >> >> We (I) thought you were talking about the mailing list thread. Are you >> talking about conversations on a ticket? There's not really an easy way to >> handle conversation threads unless you want to split/link tickets regarding >> each conversation. >> >> > Gerald, > > Yes i was referring to conversations on a OTRS generated ticket. > > Regards > > Kaushal > > >> On Thu, Jul 12, 2012 at 7:50 PM, Kaushal Shriyan < >> [email protected]> wrote: >> >>> >>> >>> On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr <[email protected]> wrote: >>> >>>> It's called "don't edit the subject field after hitting reply in your >>>> email client" * >>>> >>>> Steve >>>> >>>> * Unless you are viewing a digest email then yes copy paste the subject >>>> of the item you want to reply to and strip out all the rest of the digest >>>> info. >>>> >>>> >>> Hi Steve, >>> >>> Do i need to set this in OTRS Dashboard Configuration or is it on the >>> client side (Mail User Agent aka Email Client ) when any user replies to a >>> ticket "don't edit the subject field after hitting reply in your email >>> client" >>> >>> correct me if i am understanding it wrong. >>> >>> Regards, >>> >>> Kaushal >>> >>> --------------------------------------------------------------------- >>> 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 >> > > > --------------------------------------------------------------------- > 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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