ExternalTicketNumberRecognition

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tuxtom
OTRS wizard
Posts: 154
Joined: 22 Sep 2016, 11:44
OTRS Version?: 5.0.13
Location: Germany
Contact:

ExternalTicketNumberRecognition

Post by tuxtom » 24 Jun 2018, 09:43

Hi everyone,
In one of our OTRS systems, incoming mails are attached to an existing ticket as an article. This also works as far as the subject in the mail contains only what is in the DF of the ticket in it. (exactly the same text)
Now the subject of the mail will change often. (ascending numbers)

How do I get the mail as an article in the existing ticket?
New DF? with default content? RegEx?

Can one help?

Greetings, Tom.
-----------------------
Debian
OTRS 5.0.13, ITSM 5.0.13, KIX 8.0.8

fcasal
OTRS wizard
Posts: 193
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.10

Re: ExternalTicketNumberRecognition

Post by fcasal » 26 Jun 2018, 09:15

I think that if you preserve [ticket#5408986045680456] Otrs will add the content of the email to the ticket. Check it and tell us the result.

Regards.

tuxtom
OTRS wizard
Posts: 154
Joined: 22 Sep 2016, 11:44
OTRS Version?: 5.0.13
Location: Germany
Contact:

Re: ExternalTicketNumberRecognition

Post by tuxtom » 27 Jun 2018, 12:18

Hi,
what do you mean with "[ticket#5408986045680456]"?
Where can I find this?
Regards, Tom.
-----------------------
Debian
OTRS 5.0.13, ITSM 5.0.13, KIX 8.0.8

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