Thanks - but the ticket number is not showing up by default.  <span></span><br><br>On Monday, 20 April 2015, Gerald Young &lt;<a href="mailto:crythias@gmail.com">crythias@gmail.com</a>&gt; wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr">You shouldn&#39;t need to include the ticket_number in the subject manually.</div><div class="gmail_extra"><br><div class="gmail_quote">On Sun, Apr 19, 2015 at 11:40 AM, Henry Combrinck <span dir="ltr">&lt;<a href="javascript:_e(%7B%7D,&#39;cvml&#39;,&#39;henrylcombrinck@gmail.com&#39;);" target="_blank">henrylcombrinck@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr">Hi there,<div><br></div><div>Using OTRS 4.latest.</div><div><br></div><div>We have a new installation of OTRS and things seem to be working fine, except that we cannot get a consistent Subject line with a ticket number included.</div><div><br></div><div>For example, using the standard &lt;OTRS_CUSTOMER_SUBJECT[20]&gt; in the auto-response, it only includes whatever the client sent.  ie, not &quot;[Ticket#2015....] Rest of subject...&quot;</div><div><br></div><div>If I use the following:  &lt;OTRS_TICKET_TicketNumber&gt; &lt;OTRS_CUSTOMER_SUBJECT[20]&gt;, then the result is something along these lines:  </div><div><br></div><div>&quot;[Ticket#2015041908000541] 2015041908000541 Rest of subject...&quot;<br></div><div><br></div><div>I&#39;m at a bit of a loss.  I&#39;ve compared it to another OTRS setup (also 4.x) which has been operating fine for years (upgraded all the way from 3.whatever), but cannot spot an issue.</div><div><br></div><div>I&#39;d appreciate any pointers.</div><div><br></div><div>Thanks</div><span><font color="#888888"><div>Henry</div><div><br></div><div><br></div><div><br></div><div><br></div></font></span></div>
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