Thanks dair,
Incomming new email dispached and our system generate new ticket well. But cusomter's reply does not come in the ticket, and new ticket is created. I 'm confusing and I can't find where should I check?
Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem...
I set 'Follow up option' to 'possible' for RAW queue but it's same. Is there any other settings or configuration? Agent's reply , customer' web request, system autoresponse and add note works good. I'm looking into Postmaseter.pm but ... Any other suggestion?
It might be an idea to change the text for that menu item to "add to existing ticket", as it didn't occur to me that "possible" meant it would find an existing ticket. I only realised after digging through the code and back-tracking to how that option is applied. :-)
I think "add to existing ticket" is easy to understand for me. Thank you dair. shozo