OTRS AUTO MERGING TICKETS WITH SAME SUBJECT

[JojoModjo]

Hi Guys,

I hope you all had a merry festive season.
Now I am in a bit of conundrum, we have a series of emails that we receive that all have the same subject and are sent by the same sender who updates us on our customer information.

Now the problem is that whenever the mail are sent and OTRS fetches them, instead of creating a separate ticket for all the different emails it automatically merges them, which results in the emails not being attended to by our agents.

How can I solve this?

merge.PNG

[RStraub]

But the picture you are showing are not merged tickets, just linked?

[JojoModjo]

But the picture you are showing are not merged tickets, just linked?

Okay, I guess I used the wrong terminology, what I meant is that the new emails are identified as follow-ups and automatically linked.

[JojoModjo]

I believe I have sorted out the problem, I went into Edit Config Settings in Ticket → Core:: iPostMaster

postmaster.PNG

Since OTRS was looking at the subject as the benchmark when creating tickets, and my tickets have the same subject but different bodies;I have unchecked PostMaster::CheckFollowUpModule###0100-Subject and checked PostMaster::CheckFollowUpModule###0300-Body together with PostMaster::CheckFollowUpModule###0400-Attachments.

So far everything seems okay, I shall keep monitoring and see if any anomalies arise.

[RStraub]

I think you might wanna keep that. Otherwise all the "normal" tickets won't be recognized as follow up.

Could you post the raw-subject of one of your troubeling tickets?

[jojo]

The Checks (except the Reference check) will check for the ticket number. The Reference check will check on "In-Reply-To" or in "In-Reference-To" Headers of the mail

[reneeb]

Do you have any addons installed?