[SOLVED] Sick of merging tickets!

[HervE]

Hello,

On the whole, OTRS is fantastic, for our helpdesk manages to handle hundreds of tickets, which would just be a nightmare without OTRS.

But the most annoying point that I face in OTRS daily is having to merge tickets.
Let me explain.

Regularly some customer sends a request to our helpdesk - and a ticket is created in OTRS - but the request is addressed to many other people too (as Cc for instance).
And it regularly occurs that one of these other people - let's call him Mr X - answers before our helpdesk has the time to tell everybody that the request is registered in our OTRS under number XXXXX. His answer creates a new ticket for the same request.
So I merge the 2 tickets, then I tell everybody about our ticket number, and ask them to keep it in the mail title.
...But, for some reason, people prefer to reply on Mr X's mail rather than mine....... which creates another ticket! ...that I have to merge to the 1st one.
And so on!

I am sure many of you experienced this annoying - and time-consuming - case, and I'd like to know how you deal with it.
I am afraid there is no (strong) solution though

Regards,
HervE

[renee]

AFAIK it's not possible in standard OTRS. But it would be possible to develop an extension to do the following:

* It would be a postmaster filter
* this filter saves the unique id of the mail and stores the article id that represents the mail
* whenever a new mail is parsed, the filter checks the mail for the References and In-Reply-To field.
* If at least one of those fields is available the filter checks if an article for that reference exists. If so, the filter sets the X-OTRS-xxxx header to mark it as a followup

This solution does not work for mails sent by obscure mail clients (very often webmailer) that do not use those mail header fields.

Edit: Ah, right, I forgot that there is already PostMasterFollowupSearch. Thanks @crythias. That should do the trick...

[crythias]

What about PostMasterFollowupSearch?
http://lists.otrs.org/pipermail/otrs/20 ... 31687.html

[HervE]

Great! Many thanks!
(Should've asked earlier...)

HervE

[marty210578]

I tried the option : PostMasterFollowupSearch
But still i see each replay to the same topic without the [ticketnumber] will generate a new ticket in OTRS.

Code: Select all

$Self->{'PostmasterDefaultPriority'} =  '3 Medium';
$Self->{'PostmasterFollowUpSearchInRaw'} =  '1';
$Self->{'PostmasterFollowUpSearchInBody'} =  '1';
$Self->{'PostmasterFollowUpSearchInReferences'} =  '1';

Do i miss something?

[crythias]

These are sysconfig options, not Config.pm options,

[dubarca]

Just saw this, a while ago I added a feature request to ideascale that deals closley with this issue. This post seems to be the right place to prevent my idea from being forgotten.

https://otrsteam.ideascale.com/a/dtd/Au ... 1598-10369

Thanks for voting

J