> > "when [email protected] and [email protected] *both reply to the > OTRS generated email keeping the subject matter intact*, there are 2 > separate tickets."
I cannot believe this to be the case unless you've disabled the ticket number in the subject. If you have, then you need to put the ticket number in the body or somewhere and use FollowUpSearch. (also, check your OTRS logs for why) On Fri, Jul 13, 2012 at 7:25 PM, Kaushal Shriyan <[email protected]>wrote: > > > On Fri, Jul 13, 2012 at 8:03 PM, Kaushal Shriyan <[email protected] > > wrote: > >> >> >> 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 >> > > Hi, > > can someone please reply to my earlier post to this mailing list? > > 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 >
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