I've noticed this issue with my 3.0.4 install as well. Both the tickets are present in the subject line in those cases.
Thanks, AJ From: xxx <xwel...@163.com<mailto:xwel...@163.com>> Reply-To: "User questions and discussions about OTRS." <otrs@otrs.org<mailto:otrs@otrs.org>> Date: Mon, 20 Jun 2011 23:18:21 +0800 To: "User questions and discussions about OTRS." <otrs@otrs.org<mailto:otrs@otrs.org>> Subject: [otrs] create a new ticket for reply of one ticket, not follow up 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<mailto:lionj2...@hotmail.com> From: n...@aaact.com<mailto: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<mailto:lionj2...@hotmail.com> From: n...@aaact.com<mailto:n...@aaact.com> Ticket Number: 2011062010000573 Date: Monday, June 20, 2011 at 11:05:53 (CST)(GMT +0800) Dear Jimmy Lion, ....... 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 ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.
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