How to stop duplicate email subjects from same address?

[cyber7]

Hi guys/girls
I am trying to ask this the right way, but can only do it by example:
1. user abc@123.com sends a message to the OTRS support@mydomain.com with a subject "test"
2. a second time user abc@123.com sends a message to the OTRS support@mydomain.com with a subject "test"

How do I stop this practice?

kind regards
cyber7 (aka Aubrey Kloppers, Cape Town, South Africa)

[RStraub]

So what do you want to do?

For OTRS those are two different mails, because there is no TicketNumber in the subject.
Would you like to merge them? Or drop them? But what happens if two users (accidentially) write about different problems with the same subject: "Help!"

[reneeb]

http://opar.perl-services.de/dist/MergeIdenticalTickets

[cyber7]

Oops! An Error occurred.
Error Message: Sorry, can't install/upgrade package, because the framework version required by [..]

Error Details
Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri May 29 10:23:51 2015 Message: Sorry, can't install/upgrade package, because the framework version required by the package (4.0.x;) does not match your Framework (3.1.7)! Traceback (2685): Module: Kernel::System::Package::_CheckFramework (v1.130.2.1) Line: 2236 Module: Kernel::System::Package::PackageInstall (v1.130.2.1) Line: 418 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.108) Line: 1483 Module: Kernel::Modules::AdminPackageManager::Run (v1.108) Line: 1050 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

[RStraub]

And this is my first time in the forum to suggest an upgrade of OTRS

[reneeb]

http://opar.perl-services.de/dist/Merge ... kets-3.3.1 is for older OTRS versions

[cyber7]

Thanks guys
I am a new OTRS user, so the concept is brand-new

I have used a TURNKEY solution and after finding out exactly how to run the system am now in a position to roll out a better OS/release.

I am truly very grateful for you guys's quick replies and will report back once a new server has been rolled-out.

kind regards
cyber7 (aka Aubrey kloppers, Cpe Town, South Africa)