Hello out there,
I've written my own TicketHook. But I've one problem. A new ticket is
correctly created with the TicketHook "Ticket#: 20040114/0006". Now I forward
a message to the customer. The customer gets a mail with the following
subject "[Ticket#: 20040114/0006-FW] ...".
If the customer replies to this mail with a subject "Re: [Ticket#:
20040114/0006-FW] ..." a new ticket is generated in OTRS. But if the customer
changes the subject of his reply to "Re: [Ticket#: 20040114/0006] ..." his
answer is assigned to the right OTRS-ticket.
Can anybody give me a hint, what is going wrong here (OTRS 1.1.1)?
Here's the code:
sub GetTNByString {
my $Self = shift;
my $String = shift || return;
# --
# get needed config options
# --
my $TicketHook = $Self->{ConfigObject}->Get('TicketHook');
# --
# check ticket number
# --
if ($String =~ /$TicketHook:+.{0,1}([0-9]{8}\/[0-9]{4})\-FW/i) {
return $1;
}
else {
if ($String =~ /$TicketHook:+.{0,1}([0-9]{8}\/[0-9]{4})/i) {
return $1;
}
else {
return;
}
}
}
Thx in advance
Dirk
--
http://www.scheernet.de/
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