Ticket Duplication

[jrlandis]

We are on 4.0.8 and are getting a lot of tickets duplicated that we did not have in our previous version (2.4.7). Is there a way to set OTRS to automatically merge the tickets that are the same together. It would be based off of keyword in the body of the email and not the title of the email.

[crythias]

There are third party plugins that might be there. But if there are duplicates, you know why there are duplicates ... the most likely cause is a correspondence thread that the primary ticket sender sent to the support queue and cc'd someone else, who then continued this conversation reply-all. As nobody has a ticket number in the subject, new tickets get created.

You can search/bulk merge them, but if everyone sent "new" tickets with "Help" in the body, does that mean that it's the same ticket?

[jrlandis]

These are tickets that our system creates for service updates. They have the same order #. Prior to our update, they were merged by OTRS. We did not have a 3rd party plug-in.

[crythias]

hese are tickets that our system creates for service updates. They have the same order #. Prior to our update, they were merged by OTRS. We did not have a 3rd party plug-in.

Check out viewtopic.php?t=26186 or I wrote a HowTo on external ticket number recognition, though I can't vouch it being worthy of 4.x+