Ticket keeps reopening and appending data

[jfreeman2nc]

I have an email that is sent on a monthly basis with a subject line of Monthly Recon 8-1-2011. The issue is that when the ticket is closed for the month, the next month it is re-opened and then appended to the previously closed ticket. The subject line stays the same from month to month, however the date is changed. I would think that this change would be enough for the system to recognize it was a different ticket. Another problem is that the ticket has grown pretty large, and now if an attachment is added and sent out the attachment reaches the recipient looking like gibberish.

I know that I can change the settings in the system to force OTRS to not to reopen a ticket when a follow-up is received. However, even with this setting placed I will still just get additional data in the closed ticket and would have to split it out each time. Is the subject line just too similar from one month to another? Is there anything I can do to get this changed in the system.

Thanks in advance for your help!

[crythias]

You may have turned on something in SysConfig
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.

[jfreeman2nc]

I do have the system setup to not have the ticket number shown in the subject line. That was a request from upper management. I searched in the sysconfig and found that Postmaster:FollowUpSearchInReferences was set to yes. This could be causing the issue?

[crythias]

Yes, that's the problem. You have a choice whether you want to guess what the ticket number is or tell it to be on the ticket. Don't forget you can set the ticket number at the "Right"/end of the subject.

[jfreeman2nc]

I turned the setting off, but have found that it is causing more issues than when it was turned on. Due to the ticket number not being in the subject line, it is causing more tickets not to associate with one another, thus another ticket number is created when a reply comes into the system in some instances. I would like to be able to put the ticket number into the subject, but management will not allow it. I changed the setting back to on as it seemed to cause ticket association issues to occur less frequently.

[crythias]

The issue is that when the ticket is closed for the month, the next month it is re-opened

I realize this is an old thread, but sometimes I'll step back and take a look at it differently. I believe if the queue is set that followups on closed tickets are "new", it should fix this problem. Set the queue that this ticket is in to "new" for followups. It doesn't affect every followup, just what happens to a *closed* ticket.