Hi,
Good argument. What worries me is that customers might remove/change the
ticket number in the subject, thus creating a new ticket even though
it's a reply to a previous one. I do not recall an easy way to fix this
in the GUI, e.g. having a new ticket I cannot merge this new ticket with
a previous ticket (if I knew the number anyway).
Maybe, although this is probably problematic as well, the following
would work: if a in-reply-to field with a valid ticket number exists but
no ticket number is in the subject, a new ticket will be created but it
will have a note "reply to ticket xyz" and a link to merge this new
ticket back into ticket xyz.
The merge-function is on the todo list... but at the moment you need to do this manually.
How would I do this?
PS: I would add an auto-reply to your queues with the important info that the ticket number in the subject line is the reference and should not be removed. This is a normal way to inform your customers after a ticket is created. .-)
I already did :) Though having done support to end-customers for a few years now, I know that there will be issues in any way ;)
With best regards / Mit freundlichen Grüßen
Daniel Seifert
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