@Steven, thanks for the tip. set it to "yes" this morning and it's working beautifully. @David, i don't have any concerns about the "other" agents doing crazy things as it's only for my sysadmin team, we are using it slightly unconventionally, our support wont be using it like i mentioned previously, only us.
thank you both. Neil On Mon, Oct 8, 2012 at 7:53 PM, Gerald Young <[email protected]> wrote: > 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 >> > > > --------------------------------------------------------------------- > 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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