the unique identifier is the subject of the email. but without any otrs number as these emails are all outside of otrs until i drag them in together. it needs to say "ohh here are 5 emails with the same subject, i will merge them into one ticket, 5 articles" but currently it says "ohh here are 5 emails without any otrs number, i will create a new ticket for each" which then means everyone gets 5 "new ticket" notifications for what is essentially only 1 issue and an Agent has to then merge the 5 together.
On Mon, Oct 8, 2012 at 4:14 PM, David Boyes <[email protected]> wrote: > Well, it DOES check the subject line – for the OTRS ticket # that would > associate those emails. Does the subject line contain that? **** > > ** ** > > Otherwise is there some unique identifier that OTRS could use to tell they > were associated? You could try to scan for it in the postmaster input, but > there has to be some unique identifier that ties the issues together that > OTRS can be programmed to find. **** > > ** ** > > *From:* [email protected] [mailto:[email protected]] *On Behalf > Of *Neil Simpson > *Sent:* Monday, October 08, 2012 10:01 AM > *To:* User questions and discussions about OTRS. > *Subject:* [otrs] otrs auto merge feature**** > > ** ** > > Hi, > > We are using a "drop" system for mails that we want in otrs, if there's an > email chain of 5 emails however and then you drop them all into otrs, you > get 5 new tickets, not one ticket with 5 articles which is what i'd like as > they all have same subject and relate to same issue. i know otrs like's to > match by OTRS number but is there no way for it to check subject line > aswell? > > thanks > > Neil**** > > --------------------------------------------------------------------- > 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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