22 Mar
2006
22 Mar
'06
1:56 a.m.
How does OTRS decide when to attach an email to an existing ticket rather than creating a new one? Is there any way to have OTRS find the ticket number from the body of an email. For example, joe@customer.com has an open ticket with us, and he sends an email to support@ourcompany.com with the ticket number in the body - he isn't replying to any of the OTRS generated emails though, and he doesn't put the ticket number in the subject. Thanks Ralph