Not quite true David, like I commented, try enabling SearchInReferences. OTRS can do some "intelligent" things, enabling that option tells OTRS to read the email headers and look for the in-replyto and references headers and match those with existing tickets, so aslong as the emails are all part of the same trail then the in-replyto/references should allow OTRS to pin them together. We use this function to mop up CC'd emails that don't contain the ticket number in the subject.
Steve On 8 October 2012 16:01, David Boyes <[email protected]> wrote: > 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. > > > --------------------------------------------------------------------- > 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
