[otrs] Automatically merging email responses into original ticket

[Lee Friedman]

I was under the impression that OTRS could do this, but cannot find
configuration options to set it up.  Here is the scenario.  A ticket is
created via the Compose Email/new Ticket web page.  An email is sent to the
email address in the "To" field.  The recipient of that email responds back,
keeping the subject line intact, so that the Ticket Number remains (after
Re:).  I want OTRS when it receives the return email to merge the email into
the original ticket.  Is this possible, and if so, where is it configured.

Thanks in advance,
Lee Friedman

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