-----Original Message----- From: Duarte Cordeiro [mailto:duarte.cordeiro@cm-lisboa.pt] Sent: Wednesday, May 05, 2004 5:26 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket replies: Doesn't work as I thought

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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

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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)

Have you messed with the ticket number generation scheme at all? I didn't like the large ticket numbers generated by any of the default options, so I created my own scheme. After that, the tickets had the same problem you describe. I had to go back to using of of the defaults. Hth, Tyler