Re: [otrs] Customer replies to a ticket are created as new tickets

On Thursday, April 22, 2004 8:54 PM Tyler Hepworth wrote:

I have an open ticket with the customer. The customer replied to an email they had received from the system (the ticket number was included in the subject line), but the email was not appended to the existing ticket. Rather it created a brand new ticket. Any idea why this is occurring?

Was the ticket hook preserved?

Is there a merge function so that I can place the ticket in the appropriate location?

No, but we provide the 'link' functionality to logically link the two. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388