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