I read about 20 topics on this plus the doc but can't manage to make it work.
My case is standard and taken care of I am 99% sure: I receive an external system e-mail with ticket number in the body and a static Subject that I can not change, I want to have the OTRS Postmaster or Filter recognise this e-mail as a follow-up to the existing ticket.
I tried Filter but was not able to set the ticket number, so I moved to this Postmaster option, that I activated :
However, incoming e-mail with the ticket number is created as a new ticket.
Any clue why ?
Here are the lines in the e-mail source ( [T#190718-17] is the ticket number):
Thanks for any clue to where to start fix this.
Code: Select all
[09:01] V1563413625216312: hi [09:01] V1563413625216312: test follow up [09:02] V1563413625216312: = now pending [09:02] V1563413625216312: activated raw body search [09:02] V1563413625216312: [T#190718-17] =E2=80=94 just for test [09:02] V1563413625216312: bye