I already have OTRS ticket number in OTRS database, now I got a mail from post master filter, in that mail body I have OTRS ticket number which is already present in my OTRS database . Now what I want is that OTRS should update the ticket number which he gets from the mail body
for eg:-
Customer Ref: 2015100534000032 ----- (This my OTRS ticket number)
Your Incident / Request has been accepted by the MDS Service Desk and is being progressed within our Support organisation.
Please find below details of your Service Desk Incident / Request:
Ticket ID: MDS-CPW-00461
Ticket Opened: 29 February 2016 15:28 (GMT)
Ticket Title: Issue with Domestic unbilled usage on selfcare
Need to add follow up article for existence OTRS ticket Number
Moderator: crythias
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- Znuny newbie
- Posts: 64
- Joined: 02 Sep 2015, 08:47
- Znuny Version: OTRS-Rel-5
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- Znuny newbie
- Posts: 64
- Joined: 02 Sep 2015, 08:47
- Znuny Version: OTRS-Rel-5
Re: Need to add follow up article for existence OTRS ticket Number
Can someone provide input.....
Re: Need to add follow up article for existence OTRS ticket Number
If I understand correctly you want to look for TicketNumbers in the body of incoming email?
In that case, enable this option in the SysConfig:
PostmasterFollowUpSearchInBody -> Yes
In that case, enable this option in the SysConfig:
PostmasterFollowUpSearchInBody -> Yes
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- Znuny newbie
- Posts: 64
- Joined: 02 Sep 2015, 08:47
- Znuny Version: OTRS-Rel-5
Re: Need to add follow up article for existence OTRS ticket Number
Thanks for the response,
I have already set the said parameter to Yes but still new ticket are getting created
I have already set the said parameter to Yes but still new ticket are getting created
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- Znuny newbie
- Posts: 64
- Joined: 02 Sep 2015, 08:47
- Znuny Version: OTRS-Rel-5
Re: Need to add follow up article for existence OTRS ticket Number
First add the said above parameter to YES and then in mail body the OTRS ticket should be in this format only [Ticket#2016030834000039]