ExternalTicketNumberRecognition

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tuxtom
Znuny expert
Posts: 173
Joined: 22 Sep 2016, 11:44
Znuny Version: 6.0.38
Real Name: Tux
Location: Germany
Contact:

ExternalTicketNumberRecognition

Post by tuxtom »

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.
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Debian
OTRS 6.0.38, ITSM 6
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: ExternalTicketNumberRecognition

Post by fcasal »

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
Znuny expert
Posts: 173
Joined: 22 Sep 2016, 11:44
Znuny Version: 6.0.38
Real Name: Tux
Location: Germany
Contact:

Re: ExternalTicketNumberRecognition

Post by tuxtom »

Hi,
what do you mean with "[ticket#5408986045680456]"?
Where can I find this?
Regards, Tom.
-----------------------
Debian
OTRS 6.0.38, ITSM 6
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