[otrs] Automatically merging email responses into original ticket

[Jeff Lansidel]

Lee,

That is a stumper. We are using FC5 with the same type of email setup as
well and i did not have to change any settings, it just worked this way from
the beginning.

Here are some of the subject lines from a recent test scenario - maybe
compare them to yours? did you change any of the settings that make the
phrase inside the [ ] different? is the subject line getting truncated?

Re: [Ticket#1006] New ticket notification! (ProIV issu [...])
Re: [Ticket#1006] ProIV issue
Re: [Ticket#1006] ProIV issue
Re: [Ticket#1006] ProIV issue
Re: [Ticket#1006] ProIV issue


i did replies 3 times from the ticket owner back to the customer and the
customer replied back 3 times as well.


Jeff


On 8/24/06, Lee Friedman <lee at stigroup.net> wrote:
>
>  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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