Communicating to other ticket system

[vinesh]

Hi,
We uses OTRS and our partner uses Footprint ticket system. Is there a way to achieve below functionality?

While a mail send from footprint to OTRS a ticket has to create and no looping should happen.

I tried setting X-OTRS-Loop: True ..its not getting looped while sending first time but every follow-up a new ticket is getting created in Foot print. What is the best way to sort this out?

[patzig]

Seems that otrs works fine, you have to check the footprint settings how this application connects the messages to the ticket.
OTRS uses the subject with TicketNumber and Topic.

[schulmann]

FootPrint should process the smtp headers "In-Reply-To" and "References" (RFC 5322 Section 3.6.4).