Sorry for all this. Problem solved.

It was a configuration problem : the system ID MUST BE a number and not a string…

Thanks anyways.

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De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Matthieu Dagoreau
Envoyé : lundi 29 août 2005 10:55
À : User questions and discussions about OTRS.org
Objet : RE: [otrs] Phone ticket answer creates new ticket

Hi everybody

I am sorry to insist, but this problem prevents me from using OTRS. Anyone help?

- System: Windows 2003

- Version: OTRS 2.0.1

Problem description:

When an agent creates a ticket with either “phone ticket” or “e-mail ticket”, answers from the customer create a new ticket instead of attaching it to the existing one. The ticket number is in the subject, and the follow-up for the queue is set to “possible”.

Thanks in advance.

Matthieu