At 9/30/04 9:54 AM, Reijer
I was wondering whether OTRS has the possibility to have the ticket-id/ticket number in the body of the email instead of in the subject.
The reason it's in the subject is so that when customers reply to any message you send them, their reply automatically includes the ticket number in the subject. That's how OTRS knows to match up a customer's reply with an existing ticket entry; if the number wasn't in the subject and the customer didn't include the part of the body of your message that contains the ticket number, each customer reply would create a brand new ticket, which is probably not what you want.... -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin