otrs-bounces@otrs.org schrieb am 22.03.2006 02:56:32:

> How does OTRS decide when to attach an email to an existing ticket
> rather than creating a new one?

by the ticket number in the subject line only.

>
> Is there any way to have OTRS find the ticket number from the body of an
> email. For example, joe@customer.com has an open ticket with us, and he
> sends an email to support@ourcompany.com with the ticket number in the
> body - he isn't replying to any of the OTRS generated emails though, and
> he doesn't put the ticket number in the subject.

shurely, its open source, go ahead and let us knw your results....
there was a discussion about that some times ago on this list....

Li

>
> Thanks
> Ralph
>
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