External Ticket Recognition / Email Replies

[wayneza]

Hi,

I am recently upgraded OTRS from 3.2.6 to 3.3.8 so that I have the External Ticket Number Recognition available.

One of our clients requires the following integration between our OTRS and their helpdesk.

1. Client ticket reference needs to be detected as a additional followup field.
2. Client ticket number reference needs to be included in Agent replies as updates, ie: subject line must start with: [update#12345678] , where 12345678 would be the dynamicfield value detected by the external ticket
3. Client ticket number reference needs to be included in Agent replies closing tickets: ie: subject line must start with [close#12345678], where 12345678 would be the dynamicfield value detected by the external ticket

I have multiple clients setup and the above should only apply to one client, this in theory should be just a matter of creating a reply and assigning it to the client queue.
However, OTRS does not appear to support subject line changes for Templates, only auto response Templates?

Is there a way to change the subject line for a specific client and include the external ticket number (DynamicField?)

If anyone has done this and could share the information on how to achieve this it would be much appreciated.

I am continuing to attempt this and will post should I get it right.