Change Ticket -> Core::Ticket -> Ticket::SubjectRe to whatever you want
OTRS to prefix the subject reply with.
Not sure why it is opening a new ticket though, if you have the Ticket ID
in the subject line then it should append to that ticket regardless of the
prefix. You might want to enable Ticket -> Core::PostMaster ->
PostmasterFollowUpSearchInReferences which tells OTRS to look through the
references in the email headers which will give OTRS more accurate
detection for follow ups - this really should be enabled by default.
Steve
On 15 March 2012 20:26, Wagner
Hello,
When otrs replies a ticket, it adds to the subject of the e-mail the prefix "RE:" can I change it to"RES:"?
cause my mail client uses the prefix RES so it thinks it´s a different email, and when I reply it, it puts this prefix and opens a new ticket,
Thanks
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