merge ticket from other helpdesk

[ipguy]

hi all

is there any way to get OTRS to merge tickets from other helpdesk systems if the tickets mention a case/ticket number in the subject ?

[crythias]

I believe 3.3 has such a thing, and another HowTo on it is here

[ipguy]

thanks crythias
just looking at 3.3 now and don;t see how this is possible out of the box

[ipguy]

crythias, is this actually available with 3.3 ?

[crythias]

I may have misinterpreted your request. Please explain a process you wish to achieve.

[ipguy]

The use case is rather simple.

We have OTRS as our helpdesk and our clients email directly to a support address, this works well, all followup tickets are correctly identified and are merged to the original ticket.

We, our company, also email into other support helpdesks that in turn open tickets for the support case.

The problem identified is with the foreign ticketing system.

When we send a ticket to support@abc.com the foreign ticket system send back a email stating that a comment has been added to the case notes, this email includes a foreign ticket number in the subject.
The identified issue is that OTRS is not able to identify foreign ticket numbers and will open a new OTRS ticket with every followup.

What I need to be able to do is get OTRS to identify the foreign ticket in the email subject and merge all future tickets with said foreign ticket into a single OTRS ticket.

I hope this makes sense ?

[crythias]

OK, the link I provided above should assist with that.