[SOLVED] Emails between 2 OTRS instances

[dolfiz]

Hi all,

in the project we'are working on, an unexpected requirement has come to light: it seems that some outbound email can be tergeted toward an email account fetched by a different OTRS instance (not managed by us). So, in a general situation, the 2nd instance shall be able to create a ticket of its own, reply and so on. This, obviously, can potentially be a problem: the logic of mail-ticket association based on ticket# in the subject can be troublesome if the two numerations overlap. An instance put its #, and the other can alternatively, add its # if the numerations don't overlap, or associate the email to an existing ticket with the same number (and all becomes a mess!).

According to some tests the problem doesn't seem to exist in our scenario, but I would like to know if someone has experience about it. Maybe there are limits and/or suggestions that is better to take in mind.

The following are two example of ticket number from the two different OTRSs:

• Ticket#2014031810001111 <--- our instance
  Ticket#2014031888007694 <--- the 'other'

From what I've seen it seems that the number is formed by:
- 8 digits: date yyyymmdd
- 3 digits: a code specific of the system (based on what?)
- 5 digits: a incremental counter (with jumps)
Is this interpretation correct?

Can we feel safe if the two instances starts sending email to each other?

As always, thanks
Luca

[schulmann]

Can we feel safe if the two instances starts sending email to each other?

You should have a look at the sysconfig variable SystemID: Defines the system identifier and is useful when communicating between two instances of OTRS.

[dolfiz]

You should have a look at the sysconfig variable SystemID: Defines the system identifier and is useful when communicating between two instances of OTRS.

I guess that that SystemID is what the 3digit part comes from. I was sure to have read it somewhere but I didn't remember where.

Thank you!

[schulmann]

You should have a look at the sysconfig variable SystemID: Defines the system identifier and is useful when communicating between two instances of OTRS.

I guess that that SystemID is what the 3digit part comes from.

The SystemID is a two digit number.
The ticket number Ticket#2014031810001111 comes from a system with SystemID 10 and the ticket number Ticket#2014031888007694 comes from a system with SystemID 88.
As you can see the ticket numbers of the two OTRS systems are seperated and you can send emails in both directions without any problems.

[dolfiz]

The SystemID is a two digit number.
The ticket number Ticket#2014031810001111 comes from a system with SystemID 10 and the ticket number Ticket#2014031888007694 comes from a system with SystemID 88.
As you can see the ticket numbers of the two OTRS systems are seperated and you can send emails in both directions without any problems.

Thank you for the further clarification,
Luca