That’s a feature easily
configurable in the queue dialogue.
Set ‘Follow up
Option:’ to ‘yes’ and you’re fine.
Greetz
Daniel
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brett Wells
Sent: Donnerstag, 17. Januar 2008
23:22
To:
Subject: [otrs] Email Creates new
ticket and updates an existing ticket
The problem that I'm having is this. A user creates a ticket via
the web interface then gets a email confirmation and then replies to the email
which updates the existing ticket in the system but also creates a new ticket.
I need to find a way to make the system not create a new ticket on follow up
emails from existing tickets.
Thanks,
Brett