Inbound follow-up email is not added to ticket

[zerszenyi]

Hello community,

My old OTRS 6.5.2 system on CentOS 7 used to add inbound emails with the text Ticket#1234 to the ticket identified in the subject.

I migrated to Znuny 7.1 on a new Rocky Linux 9.5 server.

Now when a follow-up email is received with the ticket number in the subject, a new ticket is created instead of adding it as a note to the ticket identified in the subject.

I couldn't find anything in the documentation or the Internet.

What am I missing? Any pointer would be greatly appreciated.

Thank you.

[hkais]

Hello community,

My old OTRS 6.5.2 system on CentOS 7 used to add inbound emails with the text Ticket#1234 to the ticket identified in the subject.

I migrated to Znuny 7.1 on a new Rocky Linux 9.5 server.

just curios, did you do a full upgrade from 6.5.2 to 7.1.x in one run?

From my experience it is a bad approach, since every major change was not tested well.
so to be sure, can you name your version steps you have executed?

[zerszenyi]

Hi Hans,

No, I didn't. It isn't supported and I didn't try to cut corners.

I installed a new Rocky Linux server, installed Znuny 6.5.2, backed up the configuration and the database from the old server and restored it on the new server. Then upgraded it to 7.0 (direct upgrade from 6.5 isn't supported to 7.1) and I migrated the installation from the legacy otrs user to znuny in the process. Once confirmed I can log in and my tickets are there, upgraded it to 7.1.

The whole upgrade/migration was a bumpy ride. Reading the instructions was like watching a movie where I only see every 10th frame and have to make up the the other 9.

[root]

Hi,

Have you checked the communication log for one of these emails? There should be a hint why none of the FollowUp modules worked.

- Roy

[hkais]

Hi Hans,

No, I didn't. It isn't supported and I didn't try to cut corners.

I installed a new Rocky Linux server, installed Znuny 6.5.2, backed up the configuration and the database from the old server and restored it on the new server. Then upgraded it to 7.0 (direct upgrade from 6.5 isn't supported to 7.1) and I migrated the installation from the legacy otrs user to znuny in the process. Once confirmed I can log in and my tickets are there, upgraded it to 7.1.

The whole upgrade/migration was a bumpy ride. Reading the instructions was like watching a movie where I only see every 10th frame and have to make up the the other 9.

I can understand your bumpy ride
Can fully confirm. But believe me, the current situation is factors better as it was before with OTRS.
I am working with otrs since version 1 and the database management was a pitty in the past. But since 6.5 it seems the quality has increased massively, even though they are still bumpy roads compared to other enterprise applications with good upgrades.

My hint:
if you upgrade from one major to the next, go always to latest version and test before!
e.g. 6.5.2 => migrate os
=> test thoroughly (login only is not enough!)
=> upgrade to latest 6.5.x (afaik some of them contain scripts in 6.5.15) (since you need to pull the database updates, if they are any. If you skip them your next steps will probably fail)
=> test
=> upgrade to 7.0.latest
=> test even more thoroughly
=> now go on with next upgrade

I highly discourage what you did to do a big bump in one step. You will have really troubles to identify issues.
you current situation is that you have untested changes of 3 relases!

6.5.2 => os change and untested
6.5.2 => upgrade to latest is missing and untested
7.0 => untested
7.1 => now testing and you have no clue from what change it is coming... and this will take oyu much more time to find the root causes
AND you still do not know if background things are also not working...

For znuny it is really crucial to have a systemized smoke-test & test plan on each upgrade.
By the way all business critical application shall have this!