Znuny/Znuny LTS is a fork of the ((OTRS)) Community Edition, one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management.
Znuny creates separate tickets if one sends same e-mail message to
a few Znuny system addresses (i.e. using multiple Znuny system
addresses in To/Cc/Bcc in the same e-mail message) . It may be
difficult to notice such duplicates in bigger Znuny systems
and same request be processed by different agents.
This mod introduces SysConfig parameter
PostMaster::CheckFollowUpModule###0600-MessageID
that allowes Znuny to merge messages with the same Message-ID
into one ticket. To avoid merging too many messages into one
ticket (in case of Message-ID generation problem at sender side)
or merging new messages to very old tickets in case of
Message-ID duplicates in wider time, two module parameters
are provided:
MaxAge - time (in seconds) from the first article with
given Message-ID creation, after which new messages with
the same Message-ID won't be merged into the same ticket
any more,
MaxArticles - number of messages with the same
Message-ID in Znuny database after which next e-mail messages
with the same Message-ID won't be merged into the same ticket
any more.
For example: with MaxAge=604800 and MaxArticles=10 Znuny will merge
into one ticket up to 10 messages with the same Message-ID if all
will arrive in the same week.
Type of change
'1 - 🚀 feature' - New feature (which adds functionality to an existing integration)
Proposed change
Znuny creates separate tickets if one sends same e-mail message to a few Znuny system addresses (i.e. using multiple Znuny system addresses in To/Cc/Bcc in the same e-mail message) . It may be difficult to notice such duplicates in bigger Znuny systems and same request be processed by different agents.
This mod introduces SysConfig parameter
PostMaster::CheckFollowUpModule###0600-MessageIDthat allowes Znuny to merge messages with the same Message-ID into one ticket. To avoid merging too many messages into one ticket (in case of Message-ID generation problem at sender side) or merging new messages to very old tickets in case of Message-ID duplicates in wider time, two module parameters are provided:MaxAge- time (in seconds) from the first article with given Message-ID creation, after which new messages with the same Message-ID won't be merged into the same ticket any more,MaxArticles- number of messages with the same Message-ID in Znuny database after which next e-mail messages with the same Message-ID won't be merged into the same ticket any more.For example: with MaxAge=604800 and MaxArticles=10 Znuny will merge into one ticket up to 10 messages with the same Message-ID if all will arrive in the same week.
Type of change
Additional information
Related: https://github.com/OTRS/otrs/pull/1170 Author-Change-Id: IB#1051946
Checklist