> Hi, > > Sometimes we want to get more information from our users. We hit > reply, and they receive a email with: > Assunto: [TN#: 10535] Re: ....... > > This is fine, but later, the user replies to this ticket, and a new > one is created: > Assunto:RE: [TN#: 10535] Re: ... > The message subject is identical, only with a Re: before. > but a new ticket is created (in this example, #10546) > > What am I doing wrong ? >
Check the queue settings in the admin-area. What is 'Follow up option' set to? Lars > Thanks in advance, > > Duarte Cordeiro _______________________________________________ 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 Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
