Single ticket for a single incoming email

[eddy]

Hi All,

We would like to keep our backup logs in OTRS, but we don't want to keep the logs into different tickets.

Is there anyway to logde a same ticket from an email. Lets say backup@domain.com email will always logde a ticket number 1000010.

I have tried to setup belowing conditions on PastMaster Filters, but it doesnt work, Please help.

Header from: = backup@domain.com
Set X-OTRS-TicketValue = 1000010

and

Header from: = backup@domain.com
Set X-OTRS-Followup-TicketValue = 1000010


Thanks
Eddy

[Wolfgangf]

How about adding the ticketnumber to the e-mail sent by the backup program
usually one can customize the subject of the email sent by the backup program.
You can add the string '[Ticket #: 1000010]' and here you go

[eddy]

let me try. I will get you back.

[eddy]

it doesnt work. Please help.

Thanks
Eddy

[Wolfgangf]

? how does the subject of the email sent by the backup program look like?

[MichaelR]

Just create a ticket, and send an outbound email to yourself, you will see the subject of that email, just copy the [Ticket....] information into your script, and bob's your uncle!

[eddy]

It won't work.

If I create a new ticket and copy the subject into my scirpt, Ticket system still create a new ticket.

Thanks
Eddy

[MichaelR]

Then you are seriously doing something wrong. Either you have not allowed Ticket followups through email or something like that...