Two companies are both using OTRS. Company A receives a request in their OTRS which generates a ticket. Company A sends this ticket to company B for handling including the ticket number. This request creates a ticket in company B's OTRS. Both ticket numbers for company A and company B are now included in the subject line. Company A then sends a second contact for the same request which creates a new ticket for Company B. Hence multiple tickets are being created relating to the same request. How can I stop this from happening?
Please can someone advise if it is possible for a search and match or other solution to occur for any new incoming tickets that related to the same request so that they can then be aligned with the parent ticket? I have got technical help who can implement this but I need to show them where to do it.
Thanks!
Linking of tickets - both parties use OTRS
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stressknot
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crythias
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Re: Linking of tickets - both parties use OTRS
make sure the systemIDs are different, but that will negatively affect existing tickets.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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