merge tickets based on the email headers, "Message-ID"?

[ipguy]

Hi all

Is it possibly to automatically merge open tickets with the same "Message-ID" mail header ?.

As an example, if i have 2, or more, open tickets with the same Message-ID:

Code: Select all

"Message-ID: <190E4DCF8542814D91C39A75A0802E673D6B69EE@EXCHANGE03.mail.com>"

Can I create a filter, or somehow, automatically merge these tickets ?

[jojo]

Yes you can via Core::Postmaster in Sysconfig


Please do not open 2 tasks for the same question here!

[ipguy]

Yes you can via Core::Postmaster in Sysconfig
Please do not open 2 tasks for the same question here!

apologies, won;t happen again
though, after looking, i'm not sure how I would do that in Core::Postmaster, can you please elaborate ?

[jojo]

PostmasterFollowUpSearchInReferences

Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.

[ipguy]

PostmasterFollowUpSearchInReferences

Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.

perfect !!!! thanks !

[earwax]

This is great! But what exactly is this checking (sender? subject? message-id?)? What are the downsides of this? Is it possible that a ticket could get merged to the incorrect one(s)?

For example, if user1 creates a new ticket with a subject line of "HELP!". And then user2 creates a new ticket with a subject line of "HELP!" with a different issue, will OTRS merge the two together?

[jojo]

no it won't... it checks the headers in the mail, if it is a reply to a mail sent by otrs