Hi Matthieu, I have had a similar issue. Have you amended the TicketHook or the Ticket number format in any way? Additionally, what email client is your responder using? Regards, Graeme Matthieu Dagoreau wrote:
Hi everybody
I am sorry to insist, but this problem prevents me from using OTRS. Anyone help?
- System: Windows 2003
- Version: OTRS 2.0.1
Problem description:
When an agent creates a ticket with either “phone ticket” or “e-mail ticket”, answers from the customer create a new ticket instead of attaching it to the existing one. The ticket number is in the subject, and the follow-up for the queue is set to “possible”.
Thanks in advance.
Matthieu
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