Sorry for all this. Problem solved. It was a configuration problem : the system ID MUST BE a number and not a string... Thanks anyways. ________________________________ De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Matthieu Dagoreau Envoyé : lundi 29 août 2005 10:55 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Phone ticket answer creates new ticket Hi everybody I am sorry to insist, but this problem prevents me from using OTRS. Anyone help? - System: Windows 2003 - Version: OTRS 2.0.1 Problem description: When an agent creates a ticket with either "phone ticket" or "e-mail ticket", answers from the customer create a new ticket instead of attaching it to the existing one. The ticket number is in the subject, and the follow-up for the queue is set to "possible". Thanks in advance. Matthieu