I did recently install the 2.2.5 OTRS version as a demo.

 

I did set up one queue, two agents, 3 responses.

 

After an user customer create a ticket sending a mail, OTRS answer with an automatic response and after that an agent answer that ticket with a response; all is ok. But when the user customer reply to ask more information, the automatic response sent by OTRS show the subject repeated as follows:

 

"Re: [TktDemo#200809084002] [TktDemo#20080908400 [...]"

 

So, the next response sent by the agent to the user customer will have the ticket hook repeated instead of the original subject.

 

How I can avoid the double ticket hook?

 

Thanks for the help

 

Karlos