Ticket number from another system

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1
  • Used Zammad version: 4.1.0
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu
  • Browser + version: Firefox v93 (64-bit)

Issue:
I have configured Zammad to import mail from a mailbox.
Another system is mailing to that mailbox which creates a number for each mail it sends.
The number is in the subject of the e-mail same with organization etc.
The format begins with:
INC #123456 | ORG

Is it possible that Zammad uses the same ticket as imported in te mail?
With use of a regex for example?
regex:[INC #][0-9][0-9][0-9][0-9][0-9][0-9]

2

Sorry but that’s not possible.
Zammad has a fixed way of generating ticket numbers etc and thus doesn’t allow you to interfere with that. This would also affect follow up detections which would be much more complicated.

3

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