Hi Nils Leideck,
Thank u for quick response.

i have a ticket number in the auto-reply subject.as suggested by you i would check feature suggested and post u back.
 
Thanks again
Ravi Shankar



From: Nils Leideck - ITSM <nils.leideck@leidex.net>
To: User questions and discussions about OTRS. <otrs@otrs.org>
Sent: Sat, January 16, 2010 6:11:28 PM
Subject: Re: [otrs] Reply to Auto reply problem

Hi,

On 16.01.2010, at 12:26, ravi shanker wrote:

Problem is when agent/customer replies to "Auto-reply" message of OTRS,another ticket is created.what i'm looking for is,when user/customer  mails back i.e."replies to auto-reply",this should be added as notes but not another ticket should be created.

do you have a ticket number in the auto-reply subject?

In a standard configuration the auto-reply does have the ticket number and if you send an answer back, OTRS is recognizing this number and therefor the answer is added to the existing ticket as an additional article.

You could try to use another mechanism to identify an incoming email as follow-up by, which does search in the email references.
Go to the OTRS Sysconfig and search for "references". You will be guided to Ticket -> Core::PostMaster and then to PostmasterFollowUpSearchInReferences or you can also try to use PostmasterFollowUpSearchInRaw.  

((enjoy))

Nils Leideck

-- 
Nils Leideck
Senior Consultant


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