Hello,
My installation OTRS 1.3.1 - RH FC2 - Mysql 3.23 - Apache 1.3xx
Every subject created by OTRS and sent to our cusotmers are like that :
[AAA: 10000123] Problem with Outlook Express or Outlook
But, a lot ot time, the customer answer to us and the subject become :
Re: AA: 10000123] Problem with Outlook Express or Outlook
Therefore OTRS don't find the correct topic in the subject and create a new ticket number. And the support engineer don't know he has a Follow-up for his ticket number [AAA: 10000123]. Sorry but it's going to be a mess in the ticket numbers.
IS there anybody who has find :
- The parameter in Outlook or Outlook express to cut the subject during a reply or a forward of mail-ticket to OTRS ?
- Some parameters in OTRS configuration to add/modify something in the subject or to change the ticket number in order to change this bad behaviour of a MS product ?
- Anything else that can correct the problem.
If you need more information, just ask.
Your help will be apreciate,
-- ____________________________________________________________ Olivier ECKERT ____________________________________________________________
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