> The other problem such header matching creates is attaching email to > completely unrelated existing tickets when a person tries to create a > new ticket by replying to a ticket mail and clearing the subject and > content. > > This question comes up on the mailing list from time to time. I suggest > you search the archives.
That is an issue less than 1% of the time for us, which we can easily resolve in OTRS by clicking "Split" which splits that article into a new ticket. Beyond that, we have done something where a new ticket is created if an old closed ticket over a certain time-frame is replied to. This particular situation has been the only nuisance with handling tickets this way, but it happens so infrequently that it hasn't been an issue. I do remember trying to manually code this message-id matching into RT about 10 years ago, and back in that day so many different email clients were in use and weren't following the "rules" per say, that it was too much of an issue to deal with. I haven't had any issues with OTRS not matching an email to the correct ticket yet. I think it may do a little more than just scan the headers, also, but I haven't had time to look at the code. I was hoping RT would have been to that point by now, but maybe this could be an opportunity for me to contribute some code. :) Kris -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
