Yep, that is correct, AFAIK there is no way for OTRS to determine that the reply the user sent "belongs to" a specific ticket as it doesn't have an OTRS ticket# to match it on.

I'm not sure if there is some clever "under the hood" settings that can look at the In-Reply-To header, if not it might be worth raising a feature request for it.

Steve

On 13 December 2011 00:03, Dennis Kavadas <dennis@kavadas.org> wrote:

Hi All

How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ?

I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply "BEFORE" they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket.

Am i making any sense ?
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