Jeff.
I'm not sure what happened, as I hadn't made changes, but now it is working
(a little scary, since I would like to know why it started working), but
thanks for your help.
Regards,
Lee
_____
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff
Lansidel
Sent: Friday, August 25, 2006 11:22 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Automatically merging email responses into original
ticket
Lee,
That is a stumper. We are using FC5 with the same type of email setup as
well and i did not have to change any settings, it just worked this way from
the beginning.
Here are some of the subject lines from a recent test scenario - maybe
compare them to yours? did you change any of the settings that make the
phrase inside the [ ] different? is the subject line getting truncated?
Re: [Ticket#1006] New ticket notification! (ProIV issu [...])
Re: [Ticket#1006] ProIV issue
Re: [Ticket#1006] ProIV issue
Re: [Ticket#1006] ProIV issue
Re: [Ticket#1006] ProIV issue
i did replies 3 times from the ticket owner back to the customer and the
customer replied back 3 times as well.
Jeff
On 8/24/06, Lee Friedman wrote:
I was under the impression that OTRS could do this, but cannot find
configuration options to set it up. Here is the scenario. A ticket is
created via the Compose Email/new Ticket web page. An email is sent to the
email address in the "To" field. The recipient of that email responds back,
keeping the subject line intact, so that the Ticket Number remains (after
Re:). I want OTRS when it receives the return email to merge the email into
the original ticket. Is this possible, and if so, where is it configured.
Thanks in advance,
Lee Friedman
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