Re: [otrs] can ticket be created and tracked based on subject line

Darshak Modi schrieb:

Instead of ticket id/number, can the ticket be tracked by subject . The customers generally do not include the id in subject line in any subsequent mails.

You can tell OTRS to check more than just ticket number to identify follow-up messages. In my (very very old) version of OTRS that's done with $Self->{PostmasterFollowUpSearchInReferences} = 1; Perhaps this helps you find out how to do it in your version, Susan