Christopher Lee wrote:
After someone emails in and generates a new ticket, they get a response with a ticket number. If the customer then response to that email with the ticket number in the subject it creates a new ticket instead of appending the response to the ticket that was already created.
I tried searching the email archives and could not find the answer to this. Maybe I am just not searching on the right words.
I guess the first question is should the product do this. If so then where do I look in the configuration to fix it? I have searched now for quite a bit without success.
OTRS should recognize the ticket number and add the response to the existing conversation. What you're seeing is not normal behavior. Nils Breunese.