Hi,
we use our ticket system to communicate with some external partners.
To prevent the extrem mail pong, we have done some changes:
If our partners anwers, we receive subjects like this: "[Ticket #204081] Re: Test und DNS-Eintrag [#000080]"
- [Ticket #204081] is the number from our partner
- [#000080] is our numbers
Our technical changes:
1) we have added brackets to our ticket Number [#123456]
And then we have changed /var/www/html/osticket/include/class.thread.php
Zeile: 1512
old:
&& preg_match("/#((\p{P}*[^\p{C}\p{Z}\p{P}]+)+)/u", $subject, $match)
to:
&& preg_match("/\[#((\p{P}*[^\p{C}\p{Z}\p{P}]+)+)/u", $subject, $match)
2) we have created an additional field
3) we have to add the mail adress from our partner to CC list
4) our partner has an own agent account
our daily doing:
- we have added our pullig e-mail-adress to our outlook
When we assign a ticket to our partner, we add the partner-mail adress to CC and then assign the ticket to the agend account of the partner.
Then we open the mailbox and wait a few minuts and then change the external ticket id.
My idea / question:
is there any option to optimate our doing?
I can try to support the developing?
Maybe there is an plugin option?