Followup based on a custom number

[telematyk]

Hello,

How to assign incoming email to existing ticket without using ticket number in the subject, body or header of the message?
I have configured project in Jira, from where emails about status changes are sent to OTRS email address. The case is tickets from Jira do not contain OTRS ticket numbers, but they have unique numbers created by Jira. I have set dynamic field in OTRS where Jira number is put once mail arrives. I want OTRS to check after email arrives if ticket with Jira number exists in its database and merge this mail with OTRS ticket, not create new ticket as it happens now.


Regards

[jojo]

There is the possibility to use a special postmaster filter (Check Ticket -> Core::PostMaster:
PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1 )

[telematyk]

Could you explain how to use it?

I have following configuration
/

otrs.png

The subject of the incoming messages is: [jira] (PROJ-number).

Problems:
Nothing goes to the dynamicfield. Every email creates a separate ticket, even if it contains the number which exists in otrs ticketbase.

No idea how to fix it.

Please, help.