Re: [otrs] cusomter's reply does not come in the ticket, and newticket > is created!

Hi Shozo, On Wed, Dec 11, 2002 at 10:45:52PM +0900, murahashi wrote:

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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...

I set 'Follow up option' to 'possible' for RAW queue but it's same. Is there any other settings or configuration? Agent's reply , customer' web request, system autoresponse and add note works good. I'm looking into Postmaseter.pm but ... Any other suggestion?

Ok, set the debug from Kernel/System/PostMaster.pm to 2 [...] # for debug 0=off; 1=info; 2=on $Self->{Debug} = 2; [...] Put this demo email (without <snip>) in a file (e. g. test.box) <snip> From: To: XX@XX.com Subject: follow up test simple test </snip> cat this file through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl) the new ticket should be shown in a queue. Add the new ticket number to the test.box <snip> From: To: XX@XX.com Subject: [Ticket#: ?????????] follow up test simple test </snip> cat it again through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl) Is it now a follow up? What is in the log file between "Global OTRS email handle (PostMaster.pl) started..." and "Global OTRS email handle (PostMaster.pl) stoped."?

shozo

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.