RE: [otrs] 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 ?
Check the queue settings in the admin-area. What is 'Follow up option' set to? Lars
Thanks in advance,
Duarte Cordeiro
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 ?
Check the queue settings in the admin-area. What is 'Follow up option' set to?
Follow up Option: possible POP3 Account is trusted and dispatches to a specific queue ( don't know if its relevant or not)
participants (2)
-
Duarte Cordeiro -
Lars Monsees