OTRS combine the email with subject issue

[changhelry]

HI,

OTRS combine the email with subject ‘Advertising your message which you get - gggggggggg)’and ‘Advertising your message which you get - ttttttttttttttttttt’ and ‘Advertising your message which you get - iiiiiiiiiiiiiiiiiiiiiii’ into one ticket. Please help to study how to avoid this? What we expect is the ticket combine when subjects are same and create ticket by different subject. How to configre OTRS correctly for this requirement ?
Thanks

Frank

[crythias]

So, if everyone sent you a ticket with "Help" in the subject, it'd be the same ticket number?

[changhelry]

The different email sent by different person should be different tickets.

[jojo]

are they replieng to a mail sent by otrs or to a mail sent by another tool?

[changhelry]

These mails are sent by users for same thing ,but need to identifies the diffrent user or content in subject like '-ggggggggg' or '-ttttttttt' .

[jojo]

OTRS will just add E-Mails to an existing Ticket if the Ticket No is in the subject or references in E-Mail headers are existing

[changhelry]

I need the email with different subjects above generate different new ticket No. , not in one ticket No. In my case , Ticket No is not in the subject or references in E-Mail headers are existing.

[jojo]

than OTRS will create a ticket per mail

[changhelry]

My issue is that OTRS does not create ticket per mail . It combines the emails with similar subjects into one ticket . pls see my first post.
How to avoid this problem?
Thanks

[crythias]

I wasn't able to parse your statement properly.

Check Sysconfig, ticket->Core::PostMasterFilter and see how many of these are yes:
PostmasterFollowUpSearchInReferences

Default value: No
Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. PostmasterFollowUpSearchInBody

Default value: No
Executes follow up mail body checks in mails that don't have a ticket number in the subject. PostmasterFollowUpSearchInAttachment

Default value: No
Executes follow up mail attachments checks in mails that don't have a ticket number in the subject. PostmasterFollowUpSearchInRaw

Default value: No
Executes follow up plain/raw mail checks in mails that don't have a ticket number in the subject.

[jojo]

Please also explain what modifications had been done to your OTRS as this is not default behaviour.

If PostmasterFollowUpSearchInReferences ist set to yes, it seems that they are replaying to a mass mail?