Have you tried enabling Ticket -> Core::Postmaster -> PostmasterFollowUpSearchInReferences ?
Steve On 8 October 2012 15:29, Neil Simpson <[email protected]> wrote: > 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 > > > > --------------------------------------------------------------------- > 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
