Ticket

[Mahesh]

When a customer replies to the same ticket thread a new ticket is getting generated everytime. How can i avoid this ?

Thanks
Mahesh

[RStraub]

This should happen only if:
- Your customer does not reply with the ticket id in the subject
- Your ticket was already closed and you forbid (via config) to add follow ups on closed tickets.

Could you tell us what seems to be the case?

[Mahesh]

I am sure Customer is replying to the same ticket_id in the subject. The ticket state is not closed.

[RStraub]

So if the ticketid is in the subject... one more idea (before considering a bug):
- Did your SystemID or TicketHook change?

Do you have the log entry of the new ticket generation? And could you take a look into the email-raw to verify the ticket id is properly send ?

[Mahesh]

System ID or Hook has not changed. Where will I find the log entry for New Ticket creation ?

[RStraub]

Logs are in ~/var/log/
From the current log you should see something like this:

Code: Select all

New Ticket [2015120712000101/Title] created (TicketID=7691,Queue=QueueName,Priority=3 normal,State=new)

Could you view such a ticket in raw and verify the ticketID was correctly send ?

[Mahesh]

Logs are god and the RAW queue is empty. Any ideas ??

[crythias]

What do the logs say as the ticket has been created new?
Are you sure the customer is replying to the ticket with the ticket number in the subject?

[Mahesh]

OK i arrived at an observation.

1) If someone replies to the ticket then a new ticket is not created. Example --

If SUBJECT of the email is RE: [Ticket#2015120920000262] Provide new Laptop then a new ticket is not craeted.

2) If someone who is already in Cc replies then a new ticket is created.


So ideally what i want is -- If the subject of the email is the same then ideally a new ticket should not be generated and this email should append in the same ticket.

Please help.

Thanks

[reneeb]

http://opar.perl-services.de/dist/Merge ... kets-5.0.1

[crythias]

2) If someone who is already in Cc replies then a new ticket is created.


So ideally what i want is -- If the subject of the email is the same then ideally a new ticket should not be generated and this email should append in the same ticket.

All tickets with the subject "Help" are the same ticket?

The problem is the cc. Yes, the add-on above might help, but you might decide whether submit via email is optimal for your situation. Especially if you want to avoid this problem, and moreso if you want the customers to categorize their tickets [better].

[Mahesh]

Hello Reenb,

I am getting this warning before installing this package.

"Package not verified by the OTRS Group! It is recommended not to use this package."

Please let me know if i should still go-ahead and get this installed.

Thanks
Mahesh

[Mahesh]

Apology for spelling your name wrongly ...

[reneeb]

No worries...


You can ignore the verification warning. There are some threads about the verification thing on Otterhub...