Making the "Ticket#" prefix optional for ticket number recognition in incomin,g emails

Moderator: crythias

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vincentb
Znuny newbie
Posts: 12
Joined: 30 Jan 2021, 07:51
Znuny Version: 6 community
Real Name: Vincent B.

Making the "Ticket#" prefix optional for ticket number recognition in incomin,g emails

Post by vincentb »

Hello,

In my OTRS 6 installation, incoming emails whose subject contains:
Ticket#<ticketnumber>
are correctly considered as followups for the ticket.

But incoming emails whose subject contains just:
<ticketnumber>
are not considered as followups and just create "oorphan" tickets in the Raw queue.

How to configure things so that in the latter case, the emails are also considered as followups for the ticket?

PS: A priori, I do not need/want to remove the "Ticket#" prefix from the sunject ofoutgoing emails.

Thanks
Johannes
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Posts: 391
Joined: 30 Jan 2008, 02:26
Znuny Version: All of them ^^
Real Name: Hannes
Company: Znuny|OTTERHUB

Re: Making the "Ticket#" prefix optional for ticket number recognition in incomin,g emails

Post by Johannes »

Hi Vincent,

you could check the available ticket follow up filter.
Search in the sysconfig for: CheckFollowUpModule

The interesting ones should be:
- 0200-References
- 0400-Attachments
- 0500-RawEmail

If those don't fit your use case you can use: ExternalTicketNumberRecognition to fetch your own ticket number as "external" .
But first I would try to solve it using the default filter options.

Regards
Johannes
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