Hi, <br>this is achieved by including [Ticket#200800....] ticket numbers into subject of emails. I make autoresponses for the queues I use for incoming tickets and compose the subject automatically. I put the following clause into autoresponse to direct my users:<br>
&lt;quote&gt;<br>If you have additional information re: your ticket, reply to this email.<br>&lt;/quote&gt;<br>When the new message is received it is&nbsp; attached to the ticket automatically.<br><br>Anton.<br><br><div class="gmail_quote">
2008/11/19 Pete <span dir="ltr">&lt;<a href="mailto:peteredhair@gmail.com">peteredhair@gmail.com</a>&gt;</span><br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Hi,<br>
<br>
i&#39;m new to OTRS and iv&#39;e setup a test system based on incoming Help Desk emails.<br>
<br>
One feature i&#39;d like to find a way to implement would be to group in a<br>
single ticket all related emails, meaning, one email opens one ticket<br>
and all replies to that email go to the same ticket.<br>
<br>
I&#39;ve tried without success to find info on how to do this nad tried to<br>
figure out how could this be done but i guess i still have a lot to<br>
read about OTRS.<br>
<br>
Has anyone done this already, can someone help on this one ?<br>
<br>
Thanks<br>
<font color="#888888">--<br>
Pete<br>
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