Re: [otrs] Changing the prefix of the Response Subject

You can also turn on Ticket > Core::PostMaster > PostmasterFollowUpSearchInReferences so OTRS also uses in-reply-to headers instead of just the ticket subject. On Thu, Mar 15, 2012 at 23:11, Wagner wrote:

Thanks for the help

will try it

2012/3/15 Steven Carr

...

Change Ticket -> Core::Ticket -> Ticket::SubjectRe to whatever you want OTRS to prefix the subject reply with.

Not sure why it is opening a new ticket though, if you have the Ticket ID in the subject line then it should append to that ticket regardless of the prefix. You might want to enable Ticket -> Core::PostMaster -> PostmasterFollowUpSearchInReferences which tells OTRS to look through the references in the email headers which will give OTRS more accurate detection for follow ups - this really should be enabled by default.

Steve

On 15 March 2012 20:26, Wagner wrote:

...

Hello,

When otrs replies a ticket, it adds to the subject of the e-mail the prefix "RE:" can I change it to"RES:"?

cause my mail client uses the prefix RES so it thinks it´s a different email, and when I reply it, it puts this prefix and opens a new ticket,

Thanks

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