Yep, that is correct, AFAIK there is no way for OTRS to determine that the
reply the user sent "belongs to" a specific ticket as it doesn't have an
OTRS ticket# to match it on.
I'm not sure if there is some clever "under the hood" settings that can
look at the In-Reply-To header, if not it might be worth raising a feature
request for it.
Steve
On 13 December 2011 00:03, Dennis Kavadas
Hi All
How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ?
I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply "BEFORE" they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket.
Am i making any sense ? --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs