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. ________________________________ Da: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] Per conto di Gilles Bardouillet Inviato: lunedì 27 aprile 2009 15:46 A: Development community of OTRS.org Oggetto: Re: [dev] How to change the sender address when I forwarded a ticket? 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 ________________________________ --------------------------------------------------------------------- OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/