Ticket ID issue.

[eddy]

Hi All,

I spent 1 week to find a solution for my issue, but I still cant find the answer. Hope you someone can help me.

All of our tickets download from support@example.com. The issue that I have is, when I email to to support@example.com, I also cc to a client (or a group of clients). Certainly, I will get the ticket ID but the client(s) wouldn't, so when client (s) reply to my the email, the ticket system will keep creating different ticket IDs. is there any solutions?

If I move the ticket ID to the end of email subject, will it fix this issue?

Please help.

Thanks
Eddy

[crythias]

Unless the client has the ticket number and ticket hash in the subject, the same manner that you get it, regardless of the rest of the subject, the client will create a new ticket when sending to support@example.com.

Some options are:
1) Have the client create the ticket himself mailing to support@example.com or using the customer interface or one you create that emails the client's info to support
2) Use the admin function to create an Email ticket for the client
3) Use the PostMaster Filter to set the client when you put #customer client@clientdomain.tld:

Filtername: Get the username from the email address (before @)
Match:
Header 1: Body Value: #customer ([\d\w_\-\.]+)@[\w\d-]+(\.[\d\w-]+)*(\.[\d]{2,3})
Set:
Header 1: X-OTRS-CustomerUser Value: [***]

4) forward your "thank you for your ticket" email to the customer to reply to.

[Wolfgangf]

You could also use the "E-Mail Ticket" functionality which solve this problem

[eddy]

Thanks for both of your help.

We are receiving a lot of this kind emails per day from different clients and business partners, so all of options that you provided wouldn't work for us. I will just let my manager know it is gonna to work.

Thanks for your time and help again.

Eddy

[crythias]

Also, this: http://forums.otrs.org/viewtopic.php?f=53&t=6955#p27441