You need the ticket ID for matching replies to the ticket (without a
ticket number it wil create a new ticket).
You could always use a non-standard ticket hook (default is Ticket#),
you could change that to something else. See
Kernel/Config/Ticket/Ticket.pm for the config correct setting.
Richard
Danie wrote:
Hi ,
Is it possible to remove the "Re:Ticket#" when replying from only
certain tickets , the reason is , we have another company who uses a
call logging system as well , which in turn adds its own Call nr , now
it seems OTRS is interfering with the subject line (which needs to be
kept intact for some reason).
I know it is impossible to not assign a ticket to an incoming email , I
also looked at Filtering rules , but there is no indication of this
being possible.
Has anyone come across such an unique problem/solution?
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