the unique identifier is the subject of the email. There are a lot of ugly failure and/or race condition scenarios here. What would happen if another agent dropped in an email from another customer that happened to have the same subject line while you were dropping a batch in? Would you want that email incorporated into the same ticket as well? Somehow, I don't think that's what you want to happen, but that would be the result. You're going to have to create something else in each email that indicates that the multiple messages are somehow associated, either a custom header or manipulating the subject line in some special way outside OTRS. What implements your "drop box"? Is there a way that a script could be run when an item is dropped into the folder? If so, you could generate a unique id that would be applied to all messages dropped until it received a message with a special subject line that indicated a batch was complete and then obtained a OTRS ticket # and appended the messages to that ticket. Also, what should happen if another agent decides to do the same thing at the same time? Does every agent get a separate drop folder? Short of that, I don't think there's a viable way to do what you want to do out of the box. Incoming messages are individual transactions, and OTRS can't read your mind. Somehow you have to link them together in a consistent way, and that would involve a lot of custom code outside OTRS, maybe like this idea: If you have MS OneNote, look at how MS did the Send to OneNote button in Outlook. You'd have to write something like that, but you'd still have to have a unique identifier better than just the subject line.
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