just  add  Re:<OTRS_TICKETID> in the subjest of ur reply or u have congured a auto reply 
 
this will solve ur problem and subsequent replies from custer will follow the ticket in dashboard 
 
shrikant
 

 
On Thu, Nov 25, 2010 at 7:09 PM, Lars Jørgensen <ITLJ@gyldendal.dk> wrote:

Hi,

 

We are thinking about implementing this work flow:

 

1. System generates mail to OTRS

2. OTRS forwards the mail to an external partner

3. The partner replies to this mail

 

The idea is that we need the ticket number in the forwarded mail in [2], so that replies from the partner will be attached to the ticket.

 

Is this possible?

 

 

Lars


---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs