reusing ticket number of a foreign OTRS system?

[inwiwo]

Hi all,

one of our suppliers just started using OTRS and I want to avoid two Ticket numbers being used in the subject of emails we send to each other. Is it possible to use the ticket number of the other OTRS system, when it sends an email to our OTRS?

If it's possible, is it advisable to do so. How can I make sure that the ticket numbers are uniqe and there are no clashes?

Thanks

[jojo]

use different TicketHooks and different SystemIDs

[inwiwo]

use different TicketHooks and different SystemIDs

Thanks for your reply, but it answers only the second part of my question. I already knew about the Tickethooks and SystemIDs, but I try to avoid two ticket numbers in the subject. Also I don't like the display of the ticket ID of the other OTRS in the Title column of the ticket overview.

[crythias]

Don't put ticket number in subject. FollowUp search in body. Add to signature.

[inwiwo]

Thanks, I take it from your answer that it is not possible what I asked for in my first question.

So I enabled "PostmasterFollowUpSearchInReferences", but sadly there are a lot of Email-Clients (Android one example), which don't follow RFC's and don't set References or In-Reply-to headers.

Additionally I also enabled "PostmasterFollowUpSearchInBody" and added "Ticket#<OTRS_TICKET_TicketNumber>" to the signature. Is there a tag available for the TicketHook? I'd rather use this than hard coding it into the signature. Now I can only hope that people with Android (or other broken clients) don't reply without quoting the original message.

[inwiwo]

I just noticed that there is a pitfall to this method. If I create a new Email-Ticket in OTRS there is no Ticket number yet and "Ticket#-" appears in my signature. How do I solve this?