Hello, My installation OTRS 1.3.1 - RH FC2 - Mysql 3.23 - Apache 1.3xx Every subject created by OTRS and sent to our cusotmers are like that : [AAA: 10000123] Problem with Outlook Express or Outlook But, a lot ot time, the customer answer to us and the subject become : Re: AA: 10000123] Problem with Outlook Express or Outlook Therefore OTRS don't find the correct topic in the subject and create a new ticket number. And the support engineer don't know he has a Follow-up for his ticket number [AAA: 10000123]. Sorry but it's going to be a mess in the ticket numbers. IS there anybody who has find : - The parameter in Outlook or Outlook express to cut the subject during a reply or a forward of mail-ticket to OTRS ? - Some parameters in OTRS configuration to add/modify something in the subject or to change the ticket number in order to change this bad behaviour of a MS product ? - Anything else that can correct the problem. If you need more information, just ask. Your help will be apreciate, -- ____________________________________________________________ Olivier ECKERT ____________________________________________________________