[otrs] Sender without [Ticket#xx] -always a new ticket?
robert.kehl at otrs.de
Wed Jan 21 15:30:15 CET 2004
On Wednesday, January 21, 2004 12:07 PM
Alexander Saam <asaam at routeme.to> wrote:
> As far as I understood that correctly, further email of a sender is
> recognized on [ Ticket#xxxxxx ] in the line for reference text and
> assigned then to the ticket. Now if a customer sends a new Mail,
> then a new ticket is provided. Is there a possibility the Mail to
> always sort into the open ticket, therefore identify by the return
Make him/her a socalled 'Customer User' to recognise each of his/her
Nonetheless, if your customer doesn't quote the ticket number, OTRS will
always generate a new ticket.
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