Hi Jesus,
I'm not 100% sure about the outcome you're trying to get. However
setting Core::Postmaster::PostmasterFollowUpSearchInReferences
to Yes did the trick for me without any modifications to the code. Once
there is an email in OTRS, any replies to that email cc:ed to otrs address
get linked to the ticket containing the email.
Regards,
Anton.
2010/3/26 Jesus Peña Martinez <jp...@bankinter.es>
>
> Hi, everyone.
>
> Let me explain our scenario.
>
> We use OTRS to manage an internal mailbox where employees could send
> requests or questions. Then it could happen there are several messages
> about the same issue arriving to the mailbox before one agent replies. All
> these messages hasn't got any ticket number.
>
> For example:
> employee1 sends message1 to: employee2, employee3 and otrs address
> employee2 replies message1 to employee1, employee3 and cc:otrs
> address (the subject will be Re: message1)
> otrs agent replies Re: message1 ticket to employee1, employee2,
> employee3 (the subject will be [Ticket#xxxxxx] Re: message1)
> (this example causes two tickets in our otrs system)
>
> I've not seen a solution to this problem so I've introduced a modification
> in CheckFollowUp routine in Kernel/System/PostMaster.pm module for
> aggregate messages from different customers about the same subject in one
> ticket:
>
> sub CheckFollowUp {
>
> [...]
> # There is no valid ticket number in the subject.
>
> if ($Subject =~ /(?:Re: |Rm: |Rv: |Fwd: )+(.+)/i) {
> my @TicketIDs = $Self->{TicketObject}->TicketSearch(
> Result => 'ARRAY',
> Limit => '1',
> Title => "%$1%",
> UserID => $Self->{PostmasterUserID},
> Permission => 'ro',
> );
> if ( @TicketIDs ) {
> my %Ticket = $Self->{TicketObject}->TicketGet( TicketID =>
> $TicketIDs[0] );
> return ( $Ticket{TicketNumber}, $TicketIDs[0] );
> }
> }
>
> # Try to find ticket number in References and In-Reply-To header.
> [...]
>
> I've checked it and it works well!
> What do you mean about this method? Have you got some better way to achieve
> this?
>
> Thank you.
>
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