Follow-up from ticket number in Raw Body not working ? PostMaster::CheckFollowUpModule###0500-RawEmail

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kitatech
OTRS newbie
Posts: 1
Joined: 17 Jul 2019, 12:14
OTRS Version?: 5.0.16
Company: kipitapp.com

Follow-up from ticket number in Raw Body not working ? PostMaster::CheckFollowUpModule###0500-RawEmail

Post by kitatech »

Hello,

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 :

PostMaster::CheckFollowUpModule###0500-RawEmail

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):

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
Thanks for any clue to where to start fix this.
ORTS V. 5.0.16

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