Hello Shawn, Thanks for the tip, I had earlier set *PostmasterFollowUpSearchInBody* to yes, and now I've set *PostmasterFollowUpSearchInReferences* to yes as well. Any other tips that might be important? Thanks //M On Thu, Dec 15, 2011 at 9:02 AM, Shawn Beasley wrote:

Look to Core::Postmaster for more details.

On Dec 15, 2011, at 7:21 , Muhammad El-Sergani wrote:

...

Hi all,

Is there any other method beside the ticket hook for OTRS to identify a ticket as a follow up for one of its tickets? We have some customers who keep removing our ticket number from the subject header (for no obvious reason, and believe me, we always try to educate them to always include the ticket number) and would like to know if it's possible for OTRS to identify a ticket's follow up by other than the ticket hook and/or number.

Thanks //M

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