Duplicate ticket creation. Mantis and OTRS integration issue

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Doro
Posts: 1
Joined: 04 Feb 2019, 08:43

Duplicate ticket creation. Mantis and OTRS integration issue

Post by Doro »

Hi!

We have a questions about integration between Mantis and OTRS ticketing systems. A user reports a bug in Mantis and our support team get's notifications from OTRS. To that point integration works. The issue starts when Mantis or OTRS's user sends next notification within the same ticket.
Duplacate tickets are created whenever someone is sending a reply. Every notification comes as separate ticket despite the subject and ticket number have not changed.

Can tickets be marged automatically?

Any help would be greatly appreciated.

Best wishes, Dorota
cas
Posts: 1587
Joined: 11 Mar 2006, 16:08
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Re: Duplicate ticket creation. Mantis and OTRS integration issue

Post by cas »

Within Mantis you use the mail reporting functionality?
Then the subject line should have the ticketnumber between square barckets ( [ ] ) to be added as a note to the existing ticket.
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