Ticket replies: Doesn't work as I thought
Hi, Sometimes we want to get more information from our users. We hit reply, and they receive a email with: Assunto: [TN#: 10535] Re: ....... This is fine, but later, the user replies to this ticket, and a new one is created: Assunto:RE: [TN#: 10535] Re: ... The message subject is identical, only with a Re: before. but a new ticket is created (in this example, #10546) What am I doing wrong ? Thanks in advance, Duarte Cordeiro -- Duarte Cordeiro Coordenador Serviço Helpdesk Câmara Municipal de Lisboa Helpdesk: Tel: 800202080 - Fax: 21 7989699 - Email: helpdesk@cm-lisboa.pt Serviço Helpdesk: helpdesk.geral@cm-lisboa.pt (Contacto directo: 918714762 - duarte.cordeiro@cm-lisboa.pt) // Consultor Sénior - BusinessTek Lda
On Wednesday, May 05, 2004 12:43 PM
Duarte Cordeiro
Sometimes we want to get more information from our users. We hit reply, and they receive a email with: Assunto: [TN#: 10535] Re: .......
This is fine, but later, the user replies to this ticket, and a new one is created: Assunto:RE: [TN#: 10535] Re: ... The message subject is identical, only with a Re: before. but a new ticket is created (in this example, #10546)
What am I doing wrong ?
Use something longer than "TN#", say: "Ticket#:" hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (2)
-
Duarte Cordeiro -
Robert Kehl