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 <lee@stigroup.net> 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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