Hi, this is achieved by including [Ticket#200800....] ticket numbers into subject of emails. I make autoresponses for the queues I use for incoming tickets and compose the subject automatically. I put the following clause into autoresponse to direct my users: <quote> If you have additional information re: your ticket, reply to this email. </quote> When the new message is received it is attached to the ticket automatically.
Anton. 2008/11/19 Pete <[EMAIL PROTECTED]> > Hi, > > i'm new to OTRS and iv'e setup a test system based on incoming Help Desk > emails. > > One feature i'd like to find a way to implement would be to group in a > single ticket all related emails, meaning, one email opens one ticket > and all replies to that email go to the same ticket. > > I've tried without success to find info on how to do this nad tried to > figure out how could this be done but i guess i still have a lot to > read about OTRS. > > Has anyone done this already, can someone help on this one ? > > Thanks > -- > Pete > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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