Hello,<br /><br />Am 27.08.2009 08:09 schrieb savitra sirohi &lt;savitra.sirohi@osslabs.biz&gt;:<br /><br />&gt; There is a ticket number and a ticket id associated with each ticket.<br />&gt; Perhaps, the autoresponder is sending the ticket id instead of ticket<br />&gt; number?<br />&gt; <br />&gt; You can check the auto response template to make sure this field is<br />&gt; present .<br /><br />The number in the e-mails consists of 8 digits, while the internal ticket-id&#39;s,<br />which are shown in the adress bar have actually 5 digits. I double checked,<br />but as the number in the autoresponder has 8 digits it could not have been<br />the id.<br /><br />I checked the auto-response template:<br />   &quot;default reply (after new ticket has been created)&quot;<br /><br />The subject is:<br />   RE: &lt;OTRS_CUSTOMER_SUBJECT[24]&gt;<br /><br />This generates the right subject-line including the 8 digits ticket-number.<br /><br />If i ad &lt;OTRS_TICKET_TicketNumber&gt; i have the number twice in the reply.<br /><br /><br />Additionally i&#39;m pretty shure the message from the customer is not in the<br />system.<br />I searched for an part of the message-body and got only one hit. That is the<br />Ticket from which the number stood in the autoresponder and the message<br />is the autoresponder that the customer send back to us (i asked him to do<br />so i could check). It got attached to the ticket because of the wrong<br />ticketnumber in subject.<br /><br />Thanks,<br />Albert Scholl