Hi Anton and thank you for your comments.
I know the FollowUpSearchInReferences and rest of follow-up-search-in
options (subject, body, etc.) but it only works if there is a ticket number
in one of these email parts. The code modification works to link the
messages before the ticket number is created.
Regards.
Jesus.
"Anton Gubar'kov"
<anton.gubar...@g
mail.com> Para
"User questions and discussions
Enviado por: about OTRS." <[email protected]>
otrs-boun...@otrs cc
.org
Asunto
26/03/2010 20:53 Re: [otrs] Follow up by subject
Por favor,
responda a
"User questions
and discussions
about OTRS."
<[email protected]>
Hi Jesus,
I'm not 100% sure about the outcome you're trying to get. However setting
Core::Postmaster::PostmasterFollowUpSearchInReferences to Yes did the trick
for me without any modifications to the code. Once there is an email in
OTRS, any replies to that email cc:ed to otrs address get linked to the
ticket containing the email.
Regards,
Anton.
2010/3/26 Jesus Peña Martinez <[email protected]>
Hi, everyone.
Let me explain our scenario.
We use OTRS to manage an internal mailbox where employees could send
requests or questions. Then it could happen there are several
messages
about the same issue arriving to the mailbox before one agent
replies. All
these messages hasn't got any ticket number.
For example:
employee1 sends message1 to: employee2, employee3 and otrs
address
employee2 replies message1 to employee1, employee3 and cc:otrs
address (the subject will be Re: message1)
otrs agent replies Re: message1 ticket to employee1, employee2,
employee3 (the subject will be [Ticket#xxxxxx] Re: message1)
(this example causes two tickets in our otrs system)
I've not seen a solution to this problem so I've introduced a
modification
in CheckFollowUp routine in Kernel/System/PostMaster.pm module for
aggregate messages from different customers about the same subject in
one
ticket:
sub CheckFollowUp {
[...]
# There is no valid ticket number in the subject.
if ($Subject =~ /(?:Re: |Rm: |Rv: |Fwd: )+(.+)/i) {
my @TicketIDs = $Self->{TicketObject}->TicketSearch(
Result => 'ARRAY',
Limit => '1',
Title => "%$1%",
UserID => $Self->{PostmasterUserID},
Permission => 'ro',
);
if ( @TicketIDs ) {
my %Ticket = $Self->{TicketObject}->TicketGet
( TicketID =>
$TicketIDs[0] );
return ( $Ticket{TicketNumber}, $TicketIDs[0] );
}
}
# Try to find ticket number in References and In-Reply-To header.
[...]
I've checked it and it works well!
What do you mean about this method? Have you got some better way to
achieve
this?
Thank you.
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