Hi Daniel, On Sat, Aug 02, 2003 at 06:23:35PM +0200, Daniel Seifert wrote: > > [...] > > The problem of using the ticket-number in the messsage-id is that no > > customer can change it. > > > > -=> E. g. a customer want's to write a new email to the system and is using > > an old OTRS email (by using the reply function), then the customer > > is just able to remove the ticket number from the subject (currently a new > > ticket will be created) but if we use also the in-reply-to header then > > the new request will be added to the old one. That's not what we want. > > > > All customers need to know that the ticket number in the subject is the > > reference. > > 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. 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. .-) > Daniel Seifert > > 79bmedia GmbH * Chausseestr. 1 > 10115 Berlin * Germany * Tel. +49 (0)178 8775642 Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 0 Tage bis zum Gäubodenvolksfest! ;-) _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
