I’ve created a webform wich send an mail with OTRS-headers to our supportbox. In the OTRS-Header we add an specific queue. The ticket will be created in the queue.

So far so good.

If you mail from your own mailclient to the support mail, we want an autoresponse with an link to our webform without a ticket number in the subject. The ticket needs to be closed after that.

But when a ticket is created true the webform, people do need to be able to react from there mailcient, the ticket number should be in the subject.

I couldn’t find this in the documentation, and I don’t know if it’s possible.

Thanks,

Teun Ouwehand.