Should 2.4.7 merge emails to existing tickets?

[pekkaar]

Hey All,

suppose there is a new ticket generated from an email, and an auto-response is sent out (or maybe an agent replied to the customer) -- so the customer has a replied email with the correct OTRS ticket ID in the subject. Now when the customer replies to this email, OTRS generates yet another ticket with a whole new ID...

Is this normal? Does not really feels like it...

Many thanks for any feedback!

Cheers,
Peter

[Daniel Obee]

It's a queue option. Put 'Follow up Option: ' to 'possible'.

Greets
Daniel

[pekkaar]

Hi tisar, thanks, I must have missed it -- though pretty straightforward.

[cjseriy]

Hi,
Is it possible to automatically merge tickets that received from one email (or customer) into one ticket even if subjects are different?

[Daniel Obee]

There are different follow-up criteria including search for ticket# in body/attachment and the mailID. See admin sysconfig for details. But a general "put all mails from customer X in ticket Y" doesn't exist (for good in my eyes).

Greets
Dan

[cjseriy]

Did you mean Config Settings in Ticket -> Core::PostMaster ?
Checking to Yes PostmasterFollowUpSearchInReferences or PostmasterFollowUpSearchInRaw doesnt help.
Messages received with different subjects but from one email address creates different tickets in the system.

[cjseriy]

any advice?

[crythias]

cjseriy: It isn't going to happen.

If it does happen, you'll only have one ticket *ever* for each customer; the ticket will reach unmanageable size and you'll never be able to close it.