Christopher Lee wrote:
After someone emails in and generates a new ticket, they get a
response
with a ticket number. If the customer then response to that email
with
the ticket number in the subject it creates a new ticket instead of
appending the response to the ticket that was already created.
I tried searching the email archives and could not find the answer to
this. Maybe I am just not searching on the right words.
I guess the first question is should the product do this. If so then
where do I look in the configuration to fix it? I have searched now
for
quite a bit without success.
OTRS should recognize the ticket number and add the response to the
existing conversation. What you're seeing is not normal behavior.
Nils Breunese.
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