Need to add follow up article for existence OTRS ticket Number

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mohsinkhan009
OTRS newbie
Posts: 64
Joined: 02 Sep 2015, 08:47
OTRS Version?: OTRS-Rel-5

Need to add follow up article for existence OTRS ticket Number

Post by mohsinkhan009 »

I already have OTRS ticket number in OTRS database, now I got a mail from post master filter, in that mail body I have OTRS ticket number which is already present in my OTRS database . Now what I want is that OTRS should update the ticket number which he gets from the mail body

for eg:-

Customer Ref: 2015100534000032 ----- (This my OTRS ticket number)
Your Incident / Request has been accepted by the MDS Service Desk and is being progressed within our Support organisation.
Please find below details of your Service Desk Incident / Request:
Ticket ID: MDS-CPW-00461
Ticket Opened: 29 February 2016 15:28 (GMT)
Ticket Title: Issue with Domestic unbilled usage on selfcare

mohsinkhan009
OTRS newbie
Posts: 64
Joined: 02 Sep 2015, 08:47
OTRS Version?: OTRS-Rel-5

Re: Need to add follow up article for existence OTRS ticket Number

Post by mohsinkhan009 »

Can someone provide input.....

EXG133
OTRS expert
Posts: 217
Joined: 06 Aug 2012, 18:12
OTRS Version?: 3.1.7 & 4.04

Re: Need to add follow up article for existence OTRS ticket Number

Post by EXG133 »

If I understand correctly you want to look for TicketNumbers in the body of incoming email?

In that case, enable this option in the SysConfig:

PostmasterFollowUpSearchInBody -> Yes

mohsinkhan009
OTRS newbie
Posts: 64
Joined: 02 Sep 2015, 08:47
OTRS Version?: OTRS-Rel-5

Re: Need to add follow up article for existence OTRS ticket Number

Post by mohsinkhan009 »

Thanks for the response,
I have already set the said parameter to Yes but still new ticket are getting created

mohsinkhan009
OTRS newbie
Posts: 64
Joined: 02 Sep 2015, 08:47
OTRS Version?: OTRS-Rel-5

Re: Need to add follow up article for existence OTRS ticket Number

Post by mohsinkhan009 »

First add the said above parameter to YES and then in mail body the OTRS ticket should be in this format only [Ticket#2016030834000039]

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