Attach to master ticket and send the master ticket. On Mon, Oct 8, 2012 at 12:04 PM, David Boyes <[email protected]> wrote:
> > Not quite true David, like I commented, try enabling SearchInReferences. > > I have. It still misses fairly frequently (at least for us), which is why > I didn't mention it. But, that may be a function of our customer base often > having very old MUA/MTAs that don't reliably implement a lot of the newer > mail headers in consistently useful ways. We have to have a 100% solution. > > SearchInReferences relies a lot on things out of your control (eg the > algorithm that generates message ids at the sending MTA). It's a partial > solution, but not a complete one. It also doesn't really address the race > conditions of multiple agents dropping into the same folder from different > customers. > > Maybe a better approach would be to write something that you use to post > process a private folder for each agent on an IMAP server (eg, dump a copy > of all the related messages into a subfolder, then run a separate app that > opened a OTRS ticket, iterated through the folder items posting them to > that ticket # and deleting them from the folder). All further > correspondence is then done via OTRS (key point -- otherwise your > statistics are going to get progressively more useless over time because > OTRS can't measure response times, etc for stuff submitted this way). > > That should be fairly easy to write with the Perl IMAP library and the > Perl SOAP library, and would be fairly easily to make work against any IMAP > server implementation. Could be fairly easily batched if you used > subfolders for each group of messages (schedule it in cron or something). > > > > > --------------------------------------------------------------------- > 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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