Hi Jan, On Wed, May 11, 2011 at 3:35 PM, <[email protected]> wrote: > not exactly: If you mail o the ticket system, and CC to e.g. “john Doe”, > and John answers (including the otrs-email-address in CC), that answer will > get a new ticket number, as OTRS is not able to detect that this is an > answer to an existing ticket. You have to include the ticket number in all > replies (preferably in the subject) for correct assignment.
Not necessarily, you can enable SearchInReferences in the Sysconfig under the Postmaster settings; if you enable this also the scenario you describe should be covered. -- Mike --------------------------------------------------------------------- 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
