Digging in Sysconfig under Ticket -> Core::Postmaster PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.
Enable that, it might then be able to catch the replied to emails. On 13 December 2011 08:25, Steven Carr <[email protected]> wrote: > Yep, that is correct, AFAIK there is no way for OTRS to determine that the > reply the user sent "belongs to" a specific ticket as it doesn't have an > OTRS ticket# to match it on. > > I'm not sure if there is some clever "under the hood" settings that can > look at the In-Reply-To header, if not it might be worth raising a feature > request for it. > > Steve > > > > On 13 December 2011 00:03, Dennis Kavadas <[email protected]> wrote: > >> Hi All >> >> How do you guys work with tickets that are send to OTRS that include >> multiple CC'd email addresses ? >> >> I'm finding that if a CC'd user replies to the original email and >> includes the OTRS user in the reply "BEFORE" they see a reply from OTRS >> with the ticket# in the subject, from the original sender, the users email >> will spawn a new ticket. >> >> Am i making any sense ? >> --------------------------------------------------------------------- >> 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 >> > >
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