Albert, There is a ticket number and a ticket id associated with each ticket. Perhaps, the autoresponder is sending the ticket id instead of ticket number?
You can check the auto response template to make sure this field is present <OTRS_TICKET_TicketNumber>. Thanks, Savitra Sirohi Nucsoft OSS Labs http://www.osslabs.biz On 8/26/09, Albert Scholl <[email protected]> wrote: > Hello, > > during the last weeks we had several calls from customers asking for > the state of their calls (wo don't use the customer web-interface). > > The ticket-id's they gave as pointed to older closed tickets from > other customers. > > They got the id's from the auto-responders which look like any other > responder - correct body and correct subject - except the ticket-id, > which is wrong. > > We could not find the messages the customers send us - not in the > ticket which id was send to them in the auto-responder nor in any > other ticket. > > Additionally where is no entry from the ticket creation in the > logfile, where every created ticket causes an entry. > > When the customer then send his e-mail again, an new ticket is > created as it should. > > We are using otrs v.2.3.4 on debian with db2 v.9.1.0.6. > > > Does anyone have the same problem and an solution how to solve it? > Would the newest OTRS-Release fix the problem? > > > Thanks, > Albert Scholl > > > PS: Sorry for my bad english, it's not my native language :) > --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
