You can also turn on Ticket > Core::PostMaster > PostmasterFollowUpSearchInReferences so OTRS also uses in-reply-to headers instead of just the ticket subject.
On Thu, Mar 15, 2012 at 23:11, Wagner <[email protected]> wrote: > Thanks for the help > > will try it > > > 2012/3/15 Steven Carr <[email protected]> >> >> Change Ticket -> Core::Ticket -> Ticket::SubjectRe to whatever you want >> OTRS to prefix the subject reply with. >> >> Not sure why it is opening a new ticket though, if you have the Ticket ID >> in the subject line then it should append to that ticket regardless of the >> prefix. You might want to enable Ticket -> Core::PostMaster -> >> PostmasterFollowUpSearchInReferences which tells OTRS to look through the >> references in the email headers which will give OTRS more accurate detection >> for follow ups - this really should be enabled by default. >> >> Steve >> >> >> >> On 15 March 2012 20:26, Wagner <[email protected]> wrote: >>> >>> Hello, >>> >>> When otrs replies a ticket, it adds to the subject of the e-mail the >>> prefix "RE:" can I change it to"RES:"? >>> >>> cause my mail client uses the prefix RES so it thinks it´s a different >>> email, and when I reply it, it puts this prefix and opens a new ticket, >>> >>> Thanks >>> >>> --------------------------------------------------------------------- >>> 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 >> >> >> >> --------------------------------------------------------------------- >> 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 > > > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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
