On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr <[email protected]> wrote:
> 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 > > Thanks Steve for the reply. what i have noticed is when someone shoots a email to OTRS with cc my emailid and both reply to the OTRS, there are multiple emails forked with separate ticket numbers. Any clue? > For example : sender emailid : [email protected] to emailid : [email protected] cc : [email protected] when [email protected] and [email protected] both reply to the OTRS generated email keeping the subject matter intact, there are 2 separate tickets. Please suggest. Regards Kaushal
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