how to calibrate subject for multiple ticket are creating in OTRS?
For I.e. I will send email to abc@abc.com and i will keep OTRS ID(xyz@xyz.com) in Cc. now email will be delivered to both respective ID's now one ticket will get generated and auto responce will be sent.
when abc@abc.com replys back to the email with xyz@xyz.com in Cc it is creating a new ticket.
how can i avoid this happening?
or how do configure OTRS to match the subject and not create a new ticket?
Could any one help me on this ASAP.
Many thanks in advance.
Cheers,
Syed
Same subject for multiple ticket are creating
Moderator: crythias
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crythias
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Re: Same subject for multiple ticket are creating
OTRS won't create a new ticket unless it doesn't know the ticket number, or you've turned off postmaster followupsearch
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Mahesh
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Re: Same subject for multiple ticket are creating
i am facing this same issue. I have verified in Edit Config Settings in Ticket -> Core::PostMaster and the postmaster followupsearch is "NO".
An ideas...
An ideas...