Merge "Returned mail: see transcript for details" bounce e-mails

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hkais
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Merge "Returned mail: see transcript for details" bounce e-mails

Post by hkais »

hi there,

is there any way to merge bounce e-mails into the originating ticket?

Right now I am getting bounces with "Returned mail: see transcript for details" means smtp 550 error as new tickets. Sadly the originating ticket is not getting reopened for this and this is causing issues, that clients complain that there is no repsonse.

any idea how to merge bounce emails into the originating tickets automatically?

looks similar to this, except I cannot modify the mailserver itself. Is it possible on OTRS to do this?

viewtopic.php?f=62&t=33062&p=134433&hil ... ce#p134433
viewtopic.php?f=62&t=30633&p=124501&hil ... ce#p124501
Elected 2022-06 as an IT Governance Portal Expert. The portal for Znuny, OTRS and OTOBO users
hkais
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Re: Merge "Returned mail: see transcript for details" bounce e-mails

Post by hkais »

bump
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reneeb
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Re: Merge "Returned mail: see transcript for details" bounce e-mails

Post by reneeb »

Did you test with activated PostMaster::CheckFollowUpModule###0200-References setting? And OTRS 5 is outdated. You should upgrade to latest Znuny version.
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hkais
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Re: Merge "Returned mail: see transcript for details" bounce e-mails

Post by hkais »

reneeb wrote: 23 Aug 2021, 11:21 Did you test with activated PostMaster::CheckFollowUpModule###0200-References setting? And OTRS 5 is outdated. You should upgrade to latest Znuny version.
No did not know this feature. I checked the docs to understand the Settings, but sadly it is not clear to me what and how I shall configure here and how it works.
Elected 2022-06 as an IT Governance Portal Expert. The portal for Znuny, OTRS and OTOBO users
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