How to add note into opened ticket via incoming mail

leonardocoutoc · Post by **leonardocoutoc** » 04 Jun 2014, 15:03

Hi guys!!

I've been trying to configure Filtering incoming email messages to add note in some opened ticket in my queue. It happens when an user answer a ticket via mail and I'd like that this response was added into the correct ticket number but I don't have any ideia how to do that. Is there someone over here that knows about this configuration?

Thanks!!

jojo · Post by **jojo** » 04 Jun 2014, 15:53

Moderator notice: please don't create answers in the HowTo section

OTRS will automatically add the email to the correct ticket if the full ticketnumber is in the subject. You also can switch on a check for some headers via sysconfig (Core::Postmaster)

leonardocoutoc · Post by **leonardocoutoc** » 04 Jun 2014, 16:51

Hi Jojo!!

That's true!!! I got it, OTRS is a smart system it already does this follow up when some user send an email responding to a ticket! Thanks for your attention!

Thanks!!!

Znuny Open Source Ticketsystem

How to add note into opened ticket via incoming mail

How to add note into opened ticket via incoming mail

Re: How to add note into opened ticket via incoming mail

Re: How to add note into opened ticket via incoming mail