Email followups logging new tickets

[Nikorag]

Hi,

I have manually added a bunch of tickets from our old helpdesk system into the mysql database for our new OTRS system. however if someone emails in to add an article to these tickets it logs a new ticket.

Am i missing something here? how does OTRS know what ticket to add the update to from the email?

Thanks

Jamie

[crythias]

ticket number in subject.

[jojo]

and it need to be an OTRS ticket#

[Nikorag]

Hi,

Thanks for your replies.

I was able to put the original ticket numbers into the tn field (they were numeric anyway so it worked.) These are in the subject line of the responses. Does it matter that they arent whitespace seperated? e.g ##1234## instead of ## 1234 ##?

Thanks

[jojo]

only ticket numbers generated by OTRS ticket number generator can be recognized. Please never insert data directly to the database especially to the ticket and article tables

[Nikorag]

Hi,

That is bad news. Where are these ticket numbers referenced then? How does otrs know it is a ticket number generated by the number generator? surely it has an index or tickets it has generated? can I not add my ticket numbers to here?

Thanks again

Jamie

[jojo]

the FollowUp recognition does this. So this is a peace of code which knows OTRS ticket numbers and how to recognize them. You can not just insert anything in the database directly and assuming that it will work. As I wrote before, don't insert data into OTRS database directly to avoid breaking things

[Nikorag]

Hi,

Thanks again for your response.

I suppose at this stage our best option is to merge the new ticket to the old ticket and just carry on in the new ticket with a number generated by the generator.

Thanks

Jamie

[Nikorag]

Ok I have solved this, if not a little bit of a bodge but if anyone is interested.

All the tickets on the old helpdesk have a common string in their subject [##<ticketnumber##] Using the postmaster filters I put all these tickets into an admin queue called OLDTICKETS.

I then have a cron job running to pickup all those tickets move their articles to the correct ticket by looking at whats between the [## and ##] and close the new duplicate ticket in the OLDTICKETS queue.

Thanks again for your help and I hope this helps anyone like me who added data directly into the db.

Jamie