Filter Subject for Auto Response.

[anhhuyla]

Hello,

We're using otrs for our IT Dept, and it works very well.
Now, we have a scenario like this :
1. UserA send an email request to the IT-Dept (for ex : it@our-domain.com - which is an otrs system) and CC this email to UserB, UserC. Suppose this email has subject : "Help me."
2. The otrs then fire an auto response to the UserA notify that the message has been received and being processed.
3. Until now everything is ok.
4. Then the UserB or UserC reply all to the first email (step 1.), this make the otrs receive a new email with the same subject. (RE: Help me.), and it does regconize this as a new request - because there is no [id number] in the subject.
5. The otrs will then fire a new notify email to UserB or UserC and make a new ticket thread in the system.
6. This is not good, the UserB or Userc should not receive the notify message.

Now I would like to config the otrs not to fire auto response notify for the request messages which have "RE:" in the subject.
Is there anyway to config the otrs like this ?

Much appreciate with your answers.
User@

[reneeb]

You could activate PostmasterFollowUpSearchInReferences in SysConfig. When enabled, OTRS searches for the "In-Reply-To" header in the mail and adds the mail as an article to the existing ticket...

[anhhuyla]

I will try.

Thank you for your response.