Re: [otrs] sometimes no new ticket created + wrond id in autoresponder

Hello, Am 27.08.2009 08:09 schrieb savitra sirohi :

There is a ticket number and a ticket id associated with each ticket. Perhaps, the autoresponder is sending the ticket id instead of ticket number?

You can check the auto response template to make sure this field is present .

The number in the e-mails consists of 8 digits, while the internal ticket-id's, which are shown in the adress bar have actually 5 digits. I double checked, but as the number in the autoresponder has 8 digits it could not have been the id. I checked the auto-response template: "default reply (after new ticket has been created)" The subject is: RE: This generates the right subject-line including the 8 digits ticket-number. If i ad i have the number twice in the reply. Additionally i'm pretty shure the message from the customer is not in the system. I searched for an part of the message-body and got only one hit. That is the Ticket from which the number stood in the autoresponder and the message is the autoresponder that the customer send back to us (i asked him to do so i could check). It got attached to the ticket because of the wrong ticketnumber in subject. Thanks, Albert Scholl