Hi ,
As mentioned by u there is ticket no. in subject of "Auto-reply" mail.i have enabled references in postmaster module i.e. "PostmasterFollowUpSearchInReferences",and also other reference related to this like
" PostmasterFollowUpSearchInRaw".still new ticket is created for reply to auto-reply.

My Ticket has format like:Ticket#XYZ_123567
Hook=Ticket#XYZ
HookDivider=_
i send mail to mailbox with subject and case is created and
My Auto reply has format of :Ticket#XYZ_123567 followed by Subject

pls help me know where i have to make changes so that new ticket is not created when replied to auto-reply and instead notes to be added for the ticket.

Thanks in advance.
 
Ravi Shankar



From: ravi shanker <rshanker_ch@yahoo.com>
To: User questions and discussions about OTRS. <otrs@otrs.org>
Sent: Sun, January 17, 2010 5:39:41 PM
Subject: Re: [otrs] Reply to Auto reply problem

Hi Nils Leideck,
Thank u for quick response.

i have a ticket number in the auto-reply subject.as suggested by you i would check feature suggested and post u back.
 
Thanks again
Ravi Shankar



From: Nils Leideck - ITSM <nils.leideck@leidex.net>
To: User questions and discussions about OTRS. <otrs@otrs.org>
Sent: Sat, January 16, 2010 6:11:28 PM
Subject: Re: [otrs] Reply to Auto reply problem

Hi,

On 16.01.2010, at 12:26, ravi shanker wrote:

Problem is when agent/customer replies to "Auto-reply" message of OTRS,another ticket is created.what i'm looking for is,when user/customer  mails back i.e."replies to auto-reply",this should be added as notes but not another ticket should be created.

do you have a ticket number in the auto-reply subject?

In a standard configuration the auto-reply does have the ticket number and if you send an answer back, OTRS is recognizing this number and therefor the answer is added to the existing ticket as an additional article.

You could try to use another mechanism to identify an incoming email as follow-up by, which does search in the email references.
Go to the OTRS Sysconfig and search for "references". You will be guided to Ticket -> Core::PostMaster and then to PostmasterFollowUpSearchInReferences or you can also try to use PostmasterFollowUpSearchInRaw.  

((enjoy))

Nils Leideck

-- 
Nils Leideck
Senior Consultant


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