Hi Nils Leideck, Thank u for quick response. i have a ticket number in the auto-reply subject.as suggested by you i would check feature suggested and post u back. Thanks againRavi Shankar
________________________________ From: Nils Leideck - ITSM <[email protected]> To: User questions and discussions about OTRS. <[email protected]> Sent: Sat, January 16, 2010 6:11:28 PM Subject: Re: [otrs] Reply to Auto reply problem Hi, On 16.01.2010, at 12:26, ravi shanker wrote: Problem is when agent/customer replies to "Auto-reply" message of OTRS,another ticket is created.what i'm looking for is,when user/customer mails back i.e."replies to auto-reply",this should be added as notes but not another ticket should be created. do you have a ticket number in the auto-reply subject? In a standard configuration the auto-reply does have the ticket number and if you send an answer back, OTRS is recognizing this number and therefor the answer is added to the existing ticket as an additional article. You could try to use another mechanism to identify an incoming email as follow-up by, which does search in the email references. Go to the OTRS Sysconfig and search for "references". You will be guided to Ticket -> Core::PostMaster and then to PostmasterFollowUpSearchInReferences or you can also try to use PostmasterFollowUpSearchInRaw. ((enjoy)) Nils Leideck -- Nils Leideck Senior Consultant [email protected] [email protected] http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
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