Ticket number in bodytext

[ulhamm]

Hi!
I cannot find a related topic (only very old ones) so I try to ask.

How can you make an e-mail end up in another ticket thread if the ticket number is only stated in the bodytext?
So it is to be treated the same as when you send an e-mail with [Ticket#10001314] in the subject line but in the body text instead.

Kind regards
Ulrica

[ulhamm]

Forgot to mention, we use OTRS 3.0.6.

[Giulio Soleni]

Hi,
I am not absolutely sure if it works, since I do not use that setup, but I think you should try to set the PostmasterFollowUpSearchInBody = Yes in SysConfig Ticket -> Core::PostMaster (and maybe also some similar attribute, like PostmasterFollowUpSearchInRaw).
Did you check that already?

HTH
Giulio

[ulhamm]

Oh, sorry forgot to mention, yes I have already set that to yes. Does not work. It creates new tickets unless we exactly specify [Ticket#xxxxxx]
mvh Ulrica

[ulhamm]

Perhaps we shall use "merge ticket" instead. Anyone experienced on that?
mvh Ulrica

[ulhamm]

We will try the merge ticket function for a while.
/U

[Giulio Soleni]

Hi Ulrica,
it is not clear to me what you experienced when you set exactly [Ticket#xxxxxx] in the body text of the email and if in that specific case you get the expected and desired result.

In case you would like to change the hook (that is "Ticket#" prefix) you may set it as you please in Ticket -> Core::Ticket Ticket::Hook (but probably you have already checked this config also
I think that however square brackets around the ticket number are mandatories.

[ulhamm]

Hi, yes it works if we write the full [Ticket#10001757], but not only the number.
Kind regards
Ulrica