Ticket recognization between different OTRS instances?

[bhcuong2008]

Hi everyone,

I see a situation like this.
Company X, Y use OTRS as their own helpdesk system. Purchasing department of X communicates with Sales department of Y. Purchasing department of X uses a common email purchase@X.com via OTRS. Sales department of Y uses a common email sales@Y.com.

Because these OTRS systems are independent, they could be setup the same internal system ID, for exp: 10.

While communicating each other, OTRS X initiates communication with ticket number 2013032010 000053 (just an example, checksum may not right), sending to OTRS of Y, generating ticket number 2013032010 000012. Assuming 2013032010 000012 existed in OTRS X. Now, Y replies this ticket (000012), incoming to OTRS X. Then the issue occurs. OTRS X thinks 2013032010 000012 is the followup of its existed ticket, not the followup of 2013032010 000053.

So firstly, how to avoid this issue? (this issue is actual, not theoretical case)
And secondly, when this issue occurs in OTRS X, how to delete the new article in ticket 000012, attach it to 000053?

Thank you very much,
Cuong.

[crythias]

Because these OTRS systems are independent, they could be setup the same internal system ID, for exp: 10.

Until the System ID is different, you will have this problem.

[bhcuong2008]

Hi Crythias,

When this issue occurs, how can we resolve it? It means that reassigning new articles to the right ticket. If we use split action, these new articles are still in the wrong ticket.

Thank you,

[crythias]

You can't without manipulating the database.

[arvas]

use different system ID's, only thing is subject will have afew ids which can be annoying. Otherwise otrs will handle them just fine.