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