I think what *ipguy* is asking about, is how to force OTRS to always know which follow up is for which ticket number. And of course one can *not*totally rely on the ticket number in the subject header. You could configure OTRS to run more checks, such as those on the in-reply-to header, this helped eliminate 90% of my problems with some of my customers.
Sent from my iPhone On Jan 9, 2012, at 12:35 PM, Susan Dittmar <s.ditt...@eureca.de> wrote: Quoting ipguy (ip...@pseudome.org): Hi all is it possible to place the ticket # in the email header instead of the subject ? I do not know what would be needed to do that, someone else will have to answer that part of your question. if so, what are the pitfalls in doing this ? The reason to put the ticket number in your outgoing emails is to inform the customer about the number, and, more importantly, to increase the probability that your customer's replies will be added to the correct ticket. So it's not *your* mail that truely matters, but the customer's reply to your mail. There's only two header lines which you can rather rely on being copied into a reply. The first is the subject line (though it will be altered by the email client and may be altered by the customer). The second is the sender's mail address (or reply-to address), which needs to be a valid mail address for your mail server. So the only ways I see to make rather sure the ticket number will be included in your customer's replies is to keep that number either in the subject line, or in the email address (which needs configuring your mail client accordingly, making sure those mail addresses will be dealt with correctly). Hope that helps, Susan Dittmar --------------------------------------------------------------------- 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
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