Gilles a écrit :
> OTRS creates new ticket when users send
email with no TicketID in the email subject.
Hi
Gilles,
this is
not always true: the behaviour is controlled by the SysConfig
parameters
Core::PostMaster:PostmasterFollowUpSearchInReferences
Core::PostMaster:PostmasterFollowUpSearchInBody
Core::PostMaster:PostmasterFollowUpSearchInAttachment
Core::PostMaster:PostmasterFollowUpSearchInRaw
By setting those paramether to "Yes", even a
mail with no ticketID in subject can be treated correctly as
a follow-up to an already existing
ticket.
Ciao,
d.
Hi Melissa,
OTRS will NOT create a new ticket if the user
reply to this email.
In fact, OTRS will create a follow-up article, attached
to the initial ticket.
OTRS creates new ticket when users send email with
no TicketID in the email subject.
Regards,
Gilles.
Melissa a
écrit :
Hello girls, guys,
I have little question.
In my OTRS domain only agents have access to OTRS.(No users)
When I forwarded a ticket to the user, can I change the sender address
for another one?
(A particular queue for example). The reason is because if the user send
a reply to our OTRS address, OTRS will create a new ticket.
Thanks in advance
Melissa
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