Searching existing tickets during mail filter?

[awh]

My company provides hardware breakfix support for many different clients, and we're essentially registered as an "agent" on those company's ticket systems. Each request may have a couple different companies' ticket numbers on it, and may span several mail threads, some of which have all the ticket numbers, some of which only have one. We can't add our own ticket numbers to the email threads.

I would like to configure OTRS to basically watch the email and categorize the incoming messages into tickets, mostly so that we can check and report on tickets more easily than our current method which is searching Outlook.

Basically, what I've got so far is that when mails come in, the system regex-searches the subject line for the customer's ticket numbers and adds them to dynamic fields that I've set up. What I'd like for it to do is during filtering, search for existing tickets that have the same values in those dynamic fields and assign the email to that ticket.

I know how to force an incoming mail to the existing ticket (basically modify the subject line of the email on the way through the filter), but I don't know how to do the search from within the filter. Does anybody have any good idea?

Thanks,

[yuri0001]

See PostMaster Filters section in Admin Area. There you can create filters for various criteria and distribute e-mail messages in queues, assign them needed priority and other ticket attributes.