On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr <sjcarr@gmail.com> wrote:

So one option within OTRS you might want to look at is in Sysconfig under Ticket -> Core::Postmaster

PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.

When you enable that, OTRS might then be able to catch the replied to emails even if they have changed the subject or it's been bounced around a few people, aslong as the referenced in the email headers remain intact.

Steve

Thanks Steve for the reply. what i have noticed is when someone shoots a email to OTRS with cc my emailid and both reply to the OTRS, there are multiple emails forked with separate ticket numbers. Any clue?

For example : sender emailid : persona@mydomain.com

to emailid : lmsagent@mydomain.com

cc : personb@mydomain.com

when persona@mydomain.com and personb@mydomain.com both reply to the OTRS generated email keeping the subject matter intact, there are 2 separate tickets.

Please suggest.

Regards

Kaushal