Hi all,
I'm using a filter to merge ticket with external references. That works often good, but sometimes it merges incoming mails for in my eyes no reason to wrong tickets. Is there a log file, where I can check why tickets are merged or why new emails are referred to a ticket?
Thanks,
Robin
Find out why tickets are merged
Moderator: crythias
Find out why tickets are merged
OTRS version 5.0.6 , Operating System: Debian GNU/Linux 8 (jessie), database type: MySQL.
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reneeb
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Re: Find out why tickets are merged
Not by default, but in many modules you can activate debugging. This might help.
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Re: Find out why tickets are merged
Hey, thanks for your answer!
Sorry, for the late response. Do you have an idea which module I have to activate and how?
Sorry, for the late response. Do you have an idea which module I have to activate and how?
OTRS version 5.0.6 , Operating System: Debian GNU/Linux 8 (jessie), database type: MySQL.
Re: Find out why tickets are merged
Do you mean the ExternalTicketRecognition? Can you show us your settings?
Re: Find out why tickets are merged
I found these settings somewhere as shown in the pictures. It recognises a number in the ticket and should merge it into the right ticket with the same number in it. But it randomly assigns it to other tickets, but not always. That's so odd, and I can't find a log file about it.
Thanks for your help
Thanks for your help
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OTRS version 5.0.6 , Operating System: Debian GNU/Linux 8 (jessie), database type: MySQL.