Hello,
during the last weeks we had several calls from customers asking for
the state of their calls (wo don't use the customer web-interface).
The ticket-id's they gave as pointed to older closed tickets from
other customers.
They got the id's from the auto-responders which look like any other
responder - correct body and correct subject - except the ticket-id,
which is wrong.
We could not find the messages the customers send us - not in the
ticket which id was send to them in the auto-responder nor in any
other ticket.
Additionally where is no entry from the ticket creation in the
logfile, where every created ticket causes an entry.
When the customer then send his e-mail again, an new ticket is
created as it should.
We are using otrs v.2.3.4 on debian with db2 v.9.1.0.6.
Does anyone have the same problem and an solution how to solve it?
Would the newest OTRS-Release fix the problem?
Thanks,
Albert Scholl
PS: Sorry for my bad english, it's not my native language :)