On Wednesday, January 21, 2004 12:07 PM
Alexander Saam
As far as I understood that correctly, further email of a sender is recognized on [ Ticket#xxxxxx ] in the line for reference text and assigned then to the ticket. Now if a customer sends a new Mail, then a new ticket is provided. Is there a possibility the Mail to always sort into the open ticket, therefore identify by the return addresses?
Make him/her a socalled 'Customer User' to recognise each of his/her mails: https://localhost/otrs/index.pl?Action=AdminCustomerUser Nonetheless, if your customer doesn't quote the ticket number, OTRS will always generate a new ticket. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388