Hi, I just upgrade otrs to 3.0.8 ,met a problem. Sometimes ,OTRS receives a reply mail of a ticket , OTRS doesn't follow up this reply mail to the original ticket , but create a new ticket number and generates a new ticket for this mail . please help to resolve the issue.
For example: OTRS generates a new ticket Ticket#2011062010000233 ,but not put the reply mail in the thread Ticket#2011062010000573. Subject: [Ticket#2011062010000233] RE: [Ticket#2011062010000573] RE: Jimmy test external [...] Date: Mon, 20 Jun 2011 11:12:03 +0000 To: lionj2...@hotmail.com From: n...@aaact.com Ticket Number: 2011062010000233 Date: Monday, June 20, 2011 at 11:12:03 (CST)(GMT +0800) Dear Jimmy Lion, This is to confirm that your email inquiry has been received. A ticket has been opened with the tracking number 2011062010000233. We will send you additional updates as your ticket is processed. If you have any questions or updates on this ticket, please keep in mind that reply to this email with the TICKET NUMBER in the subject line will help AAACT more efficiently route and expedite your inquiry. Thank you very much for your inquiry and cooperation! Best regards, AAACT Network Operation Center Subject: [Ticket#2011062010000573] RE: Jimmy test external email 10 Date: Mon, 20 Jun 2011 11:05:53 +0000 To: lionj2...@hotmail.com From: n...@aaact.com Ticket Number: 2011062010000573 Date: Monday, June 20, 2011 at 11:05:53 (CST)(GMT +0800) Dear Jimmy Lion, ....... Thanks
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