Digging in Sysconfig under Ticket -> Core::Postmaster
PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.
Enable that, it might then be able to catch the replied to emails.
On 13 December 2011 08:25, Steven Carr
<sjcarr@gmail.com> wrote:
Yep, that is correct, AFAIK there is no way for OTRS to determine that the reply the user sent "belongs to" a specific ticket as it doesn't have an OTRS ticket# to match it on.
I'm not sure if there is some clever "under the hood" settings that can look at the In-Reply-To header, if not it might be worth raising a feature request for it.
Steve
Hi All
How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ?
I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply "BEFORE" they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket.
Am i making any sense ?
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