Hi Matthieu, Just noticed your earlier mail, glad you found resolution.
Regards, Graeme Graeme Brough wrote: > Hi Matthieu, > > I have had a similar issue. > > Have you amended the TicketHook or the Ticket number format in any way? > > Additionally, what email client is your responder using? > > Regards, > > Graeme > > Matthieu Dagoreau wrote: > >>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 >> >> >>------------------------------------------------------------------------ >> >>_______________________________________________ >>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/ > > -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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/
