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