11 May
2011
11 May
'11
7:55 p.m.
Hi Jan,
On Wed, May 11, 2011 at 3:35 PM,
not exactly: If you mail o the ticket system, and CC to e.g. “john Doe”, and John answers (including the otrs-email-address in CC), that answer will get a new ticket number, as OTRS is not able to detect that this is an answer to an existing ticket. You have to include the ticket number in all replies (preferably in the subject) for correct assignment.
Not necessarily, you can enable SearchInReferences in the Sysconfig under the Postmaster settings; if you enable this also the scenario you describe should be covered. -- Mike