Get Otrs to "sync" with another system

[bonesjones]

One of our clients demands they don't use our system, but use their current (crappy) ticket system.

Anyway when they create a ticket we get an email like this..

#478: Test 02
--------------------------+-------------------------------------------------
Reporter: bci | Owner: bci
Type: task | Status: new
Component: Phone System | Severity: Annoyance
Keywords: |
--------------------------+-------------------------------------------------

So it is consistent at least, and every email they send has this above information.
So their system sends an email to our system.

We currently only accept emails from emails in the database.
So their system ALWAYS sends from one email trac@example.com

So we create a new ticket.
But what happens is every time an action is performed otrs creates a new ticket.
We would like otrs to do this....

1. their systems email contains a basic subject with their ticket number. So we open a new ticket. (this part happens now)
2. When otrs receives an email with that same subject just append an article.
3. When the issue is resolved look for "Status: closed" and close the ticket.

Does that make sense?
Is it possible?

[jojo]

yes, this is possible. you need to create a postmaster filter for this. have a look at the system monitoring plugin and on http://otrs9.org/day4#knowhow

you also can get this as paid feature add if you have a support subscription