New ticket gets created although same ticket number is used

[chetannagaonkar]

Hello All,

Below is the scenario, can anyone help pls?

1. Customer calls Service Desk. Service Desk logs in a ticket.
2. Automatic Notification is sent to the customer.
3. Service Engineer needs to visit customer within Response SLA.
If Service Desk responds via OTRS then it would be considered as meeting Response SLA; however, the Response SLA is considered as met ONLY if the Service Engineer reaches customer site on time. To update the customer that Service Engineer is on the way, copies the text in subject of ticket create notification, sends a mail to customer and copies to SD email id so that an article is created in the ticket but yet response is not sent from OTRS.

I was under the impression that if the same ticket number is copies to subject of email, it doesn't create a new ticket. It is creating a new ticket. Any suggestions of avoiding creating a new ticket in this scenario such that only article gets created instead?

Any help would be appreciated.

Thanks.
Best Regards
Chetan

[crythias]

The agent can't send an email to the system and have that count (use the iPhone app, perhaps).

To update the customer that Service Engineer is on the way, copies the text in subject of ticket create notification, sends a mail to customer and copies to SD email id so that an article is created in the ticket but yet response is not sent from OTRS.

"who" copies to SD email id?
Why not have Service Desk "own" the ticket and Service Engineer "responsible" for the ticket, so the Service Desk can send a "Reply/Response" directly from within OTRS?

I was under the impression that if the same ticket number is copies to subject of email, it doesn't create a new ticket.

You'll need to include the TicketHook and Separator as configured in OTRS.

Ticket#0000000

[chetannagaonkar]

Thank you for the help, Crythias. We figured out that the articles will be created if you remove Re: or FW: when you are sending the mail for the first time. There after, it will create articles appropriately even when it has Re: or FW.

Best Regards
Chetan