Dear all,

I got a problem before an upgrade of my otrs system from 1.3 to 2.1.7.

Here’s after the phenomen  by steps:

1) A client sends a mail to otrs system in order to create ticket : there no problem for that.

2) Into thi ticket, the agent respond to sender writing response  : OK

3) The client received the response from the otrs system : OK

4) The client responds from this mail (including the ticket number in the mail subject) : BUT nevertheless the response does not increase the original ticket, I don’t where went the respond. It is lost.

I think that I forgot to do some things after my upgrade.

Any Ideas ?

Thanks in advance for your help

Best regards

Denis JULIEN