[SOLVED] Merge/Followup Tickets with internal reference

[thrasher]

Hi,

We have a system which emails OTRS when it has issues with jobs, so for example in the body we will have "Transaction ID: xxxxx", I have OTRS saving these values in TicketKey and TicketValue. However, each time an email referencing ID: xxxxx is received it makes a new ticket

What am I doing wrong, or can't OTRS match on this?

Please bear in mind that OTRS does everything else we require for the rest of the business!

Thanks in advance.

[crythias]

Unless you change your ticket numbering scheme to your internal reference (probably recommended), you'll encounter this issue. Changing the numbering scheme isn't too horrible.

[thrasher]

I can't do that sadly These mails are only about 20% that come in, can't we use a similar logic to the system monitor add-on that works for our Zenoss logs?

[crythias]

There's also something about followup subject ... http://forums.otrs.org/viewtopic.php?f=61&t=11415
Postmasterfollowupsearch

[thrasher]

Ah...where is this option? "followup subject option in SysConfig." - I can't find it

[crythias]

not subject, unfortunately.

[thrasher]

All sorted Thanks for the pointer - OTRS rocks

Modified the code snippet in the link you pointed me to - and now it works 100% (used the pre-filter to rewrite the subject so it included an identifier + transaction ID)