How otrs recognizes follow up e-mails

[ThomasPL10]

Hello all

I'm wondering lastly how OTRS recognizes the follow up e-mails. I know that it can base on the ticket number in the Subject of the message. However for below scenario I can see follow up for e-mails without ticket number in the subject.

1. I sent out the e-mail to multiple recepients. One of the recepients was "queue1@otrslab.com". So it created the ticket in Queue1 in my OTRS.
2. Other users starts to reply using option "Reply All". When they reply there is no ticket number in e-mail subject
3. Based on these replies new articles are created in the same ticket.

Can you please let me know whether OTRS utilize some headers of e-mail messages? If yes can it be controlled somehow whether OTRS uses the headers or not?

Thank you for your thoughts.

[nedmaj]

Hi,

Yes. OTRS does use some headers.

You could define some filter using a Postmaster Filter.

[schulmann]

In Sysconfig Ticket -> Core::PostMaster -> PostMaster::CheckFollowUpModule###0200-References you can define whether the smtp headers "References" and "In-Reply-To" are evaluated.