How does OTRS decide when to attach an email to an existing ticket
rather than creating a new one?
Is there any way to have OTRS find the ticket number from the body of an
email. For example, [EMAIL PROTECTED] has an open ticket with us, and he
sends an email to [EMAIL PROTECTED] with the ticket number in the
body - he isn't replying to any of the OTRS generated emails though, and
he doesn't put the ticket number in the subject.
Thanks
Ralph
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