Disable/Enable Auto-merge of ticket

[VinayJakkaraddi]

Hi Guys,

How can we disable or enable the Auto-merging in case of two tickets, where the ticket number is mentioned in the message body. In order to this which *.pm should be altered. Please share the ideas


Thanks Again,
Vinay J

[reneeb]

Do you mean that in case of a new email the mail is a followup to an existing ticket instead of a new ticket? Enable the option PostmasterFollowUpSearchInBody in SysConfig (Ticket -> Core::PostMaster)

[VinayJakkaraddi]

Hi Reneeb,
Not exactly, if there is a ticket with specific subject and ticket number. Once a new ticket arrives which isnt a follow-up and with the ticket number in its message body, it gets merged with the previous one. I dont want this to happen. how this can be done?

[reneeb]

Then you have to change the "priority" of the settings. That means, you have to change Kernel/System/PostMaster.pm

Move the block that begins in https://github.com/OTRS/otrs/blob/rel-3 ... er.pm#L493 before the block that begins in https://github.com/OTRS/otrs/blob/rel-3 ... er.pm#L457