Hi, I already posted something about follow ups not attaching to corresponding tickets, but we're now in the beginning of using them on a regular basis, so I just need to make it work before deployment.
The problem: For a given ticket, we sometimes use the "forward" functionality to forward the ticket to external contract companies. After solving the ticket, usually they reply to the original forwarded message. This new email ALWAYS creates a new ticket. One example: Ticket 102456, subject: Drive disquetes avariada! Forwarded email: -----Original Message----- From: Helpdesk [mailto:[EMAIL PROTECTED] Sent: terça-feira, 29 de Junho de 2004 10:05 To: [EMAIL PROTECTED] Subject: [TicketNr#: 102456-FW] Drive disquetes avariada! Reply: From: "HELPDESK" <[EMAIL PROTECTED]> To: "'Helpdesk'" <[EMAIL PROTECTED]>, "Eng. Duarte Cordeiro" <[EMAIL PROTECTED] Subject: RE: [TicketNr#: 102456-FW] Drive disquetes avariada! Created: 08/06/2004 12:40:04 Boa tarde, DONE This last email created the ticket nr 103454. Where do I begin to search for problems ? Thanks in advance, Duarte Cordeiro _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
