How OTRS recognize e-mail threads?

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ThomasPL10
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How OTRS recognize e-mail threads?

Post by ThomasPL10 »

Hello

I'm looking for better understanding how OTRS recognize particular e-mail threads to attach an e-mail as new article to existing ticket instead of creating new ticket.

Is it only ticket number prefix at the beginning of e-mail subject or there are some other things which help to achive that?

Thank you in advance.
ThomasPL10
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Re: How OTRS recognize e-mail threads?

Post by ThomasPL10 »

Up. I'd appreciate all the help.
christianclavet
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Re: How OTRS recognize e-mail threads?

Post by christianclavet »

Hi, I've never tried to attach to an already existing ticket.

I don't know if that could be done, but if it were to be possible it would be in the "postmaster filters".
Checked all the fields that are there and I've not seen one that give/set the name of the ticket for followup.

You can check the documentation about the postmaster filters and do some tests. I would also check the email headers manually.
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reneeb
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Re: How OTRS recognize e-mail threads?

Post by reneeb »

OTRS checks the subject of the email. If there's a "[Ticket#xyz]" (or whatever you defined as "Ticket::Hook" in SysConfig), it adds the email to the ticket xyz.

You can define that OTRS should also search for the mail reference in the mail headers.
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christianclavet
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Re: How OTRS recognize e-mail threads?

Post by christianclavet »

Thanks for the information reneeb! :)
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