> -----Original Message-----
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Denis Jedig
> Sent: Wednesday, December 06, 2006 2:00 AM
> To: [email protected]
> Subject: [dev] Re: X-OTRS header for identifying ticket number?
>
> On Fri, 24 Nov 2006 09:59:15 +0100 Kees Leune wrote:
>
> > to interact with OTRS. It would be very useful if there is an X-OTRS
> > mail header that I can set that specifies to which ticket an
incoming
> > message should be linked.
>
> Any specific reason for you not to use the ticket number in the
Subject:
> line?
Yes, many :) The most important reason is that the subject line must
adhere to certain externally imposed requirements, and an OTRS id is not
included in that. This morning, I have however heard back from somebody
else, who wrote:
--- begin quote ---
OTRS recognizes that a new message belongs to an allready existing
ticket
by
- researching the subject of the message for the ticket number,
- researching the message references
- researching the body of the message for a ticket number
- researching plain text attachments for a ticket number and
- researching the raw message for a ticket number.
In OTRS 2.1.3 the following config params are responsible for the
behaviour
for follow ups:
$Self->{'PostmasterFollowUpSearchInReferences'} = '1';
$Self->{'PostmasterFollowUpSearchInBody'} = '1';
$Self->{'PostmasterFollowUpSearchInAttachment'} = '1';
$Self->{'PostmasterFollowUpSearchInRaw'} = '1';
--- end quote ---
While this requires OTRS 2.1 and we have been using 2.0 so far, this is
promising. It also gives me a reason to upgrade :-)
-Kees
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