Incorrect Followups

[flippertom]

Hello,

We are using OTRS 5.
We have an issue with followups where unrelated emails are treated as followups to existing tickets since some email which created a ticket earlier was edited and forwarded.
It makes sense to have this functionality since the followups can be easily identified. What could be the solution to identify emails which are not to be treated as followups but as new tickets?

Regards,
Tom.

[root]

Hi,

I recommend first to check the System Configuration (Postmaster) which FollowUp filter are enabled.

- Roy

[flippertom]

Hi,

I recommend first to check the System Configuration (Postmaster) which FollowUp filter are enabled.

- Roy

Hello,

The following options are enabled for followup
Subject
References
Body
Raw Email

Regards,
Tom.

[root]

The following options are enabled for followup
Subject
References
Body
Raw Email

Hi,

One of them will detect a follow-up, I suggest Body or Raw Email, both of them are disabled bu default. But there can be more follow-up filter available, some feature add-ons may add them. Also check the System Configuration regarding ExternalTicketNumberRecognition. I remember an issue where the zip code in the sender's signature was matched and every e-mail was a follow-up

- Roy