Thanks dair, > > Incomming new email dispached and our system generate new ticket well. > > But cusomter's reply does not come in the ticket, and new ticket is created. > > I 'm confusing and I can't find where should I check? > > Check the AdminArea->Queue settings for that queue, and make sure that the > "Follow up Option" menu is set to "possible" rather than "new ticket" > (assuming the English language files). We've just started using OTRS a > couple of days ago, and had the same problem... > I set 'Follow up option' to 'possible' for RAW queue but it's same. Is there any other settings or configuration? Agent's reply , customer' web request, system autoresponse and add note works good. I'm looking into Postmaseter.pm but ... Any other suggestion?
> It might be an idea to change the text for that menu item to "add to > existing ticket", as it didn't occur to me that "possible" meant it would > find an existing ticket. I only realised after digging through the code and > back-tracking to how that option is applied. :-) > I think "add to existing ticket" is easy to understand for me. Thank you dair. shozo _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
