> -----Original Message----- > From: Duarte Cordeiro [mailto:[EMAIL PROTECTED] > Sent: Wednesday, May 05, 2004 5:26 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Ticket replies: Doesn't work as I thought > > > > > > > > > > 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? > > > Follow up Option: possible > POP3 Account is trusted and dispatches to a specific queue ( > don't know if its relevant or not)
Have you messed with the ticket number generation scheme at all? I didn't like the large ticket numbers generated by any of the default options, so I created my own scheme. After that, the tickets had the same problem you describe. I had to go back to using of of the defaults. Hth, Tyler _______________________________________________ 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/
