Lance Davis schrieb:

On Wed, 20 Oct 2004, Tyler Hepworth wrote:

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On Wed, 20 Oct 2004 14:31:22 +0100 (BST), lance@uklinux.net wrote:

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Is otrs supposed to match emails on reply-to/message-id and put them into the correct ticket ???

OTRS looks only at the subject line for the Ticket Number. It associates the message with all the other messgaes that have the same ticket number. If there is no ticket number, it creates a new message.

Even if the email is in response to a message-id it already has in its database ??

That is a bit limited surely.

It were, but isn't. Versions > 1.3.x bear a Config option to do what you want. hth, Robert Kehl