[otrs] Sender without [Ticket#xx] -always a new ticket?

[Robert Kehl]

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
> addresses?

Make him/her a socalled 'Customer User' to recognise each of his/her
mails:
https://localhost/otrs/index.pl?Action=AdminCustomerUser

Nonetheless, if your customer doesn't quote the ticket number, OTRS will
always generate a new ticket.

Regards,

Robert Kehl

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