[otrs] Otrs matching up emails

[Tyler Hepworth]

On Wed, 20 Oct 2004 14:31:22 +0100 (BST), lance at uklinux.net
<lance at uklinux.net> wrote:
> 
> Is otrs supposed to match emails on reply-to/message-id and put them into
> the correct ticket ???
> 

OTRS looks only at the subject line for the Ticket Number.  It
associates the message with all the other messgaes that have the same
ticket number.  If there is no ticket number, it creates a new
message.