> -----Ursprüngliche Nachricht----- > Von: [EMAIL PROTECTED] [mailto:otrs-admin@;otrs.org] Im > Auftrag von Marco Cintolesi > Gesendet: Mittwoch, 30. Oktober 2002 12:22 > An: [EMAIL PROTECTED] > Cc: OTRS Team > Betreff: [otrs] Ticket follow-up question > > We are starting to use OTRS in our business, > And (of course) i have some questions........ > > How OTRS track a follow-up to a ticket ??? For example, if > the agent reply > (via e-mail) to a message WITHOUT leaving the ticket ID in > the subject, the > subsequent reply from the customer comes as a new > ticket.......Here (in some > cases) we dont like to answer with the ticket ID in the > subject.... theres a > "trick" to use a X-header for ticket tracking ??? > > example: > OTRS can insert a x-header like: > X-OTRS-TT: TICKET 1234567890 > > and then track the ticket using this X-header, without using > the "subject" > field..... > > Is this possible ???
Afaik you can use procmail filters to set the ticket numbers on incoming mail but i guess the problem would be that not all email clients put the x-headers back into the mail when you reply Bastian _______________________________________________ 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
