murahashi
Incomming new email dispached and our system generate new ticket well. But cusomter's reply does not come in the ticket, and new ticket is created. I 'm confusing and I can't find where should I check?
Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem... It might be an idea to change the text for that menu item to "add to existing ticket", as it didn't occur to me that "possible" meant it would find an existing ticket. I only realised after digging through the code and back-tracking to how that option is applied. :-) Other than that though, I'm very impressed with OTRS - we're running it on Mac OS X 10.1 and 10.2, and it's working perfectly. BTW, what is the preferred way to submit patches? We have a couple of minor changes we'd like to send back (e.g., we run the server on a non-standard port, and would like to be able to generate URLs as //host:port/ if port is != 80) at some point. -dair __________________________________________________ mailto:dair@zonic.co.uk http://www.zonic.co.uk/