When you reply to an email it embeds "reference" headers in the email which track emails MIME id's, so OTRS then uses these headers to match it up with previous emails without needing to check the subject.
As for the not fetching emails, try running it manually from the CLI, check your cron log to see if it executed or not. On 19 April 2013 12:32, Darshak Modi <darshak.m...@elitecore.com> wrote: > I dont know but somehow otrs stopped fetching mails for that test > account. and also for other 2 accounts. > However it fetched for other 4 account. This seems too weird. > > Nothing got in log messages or apache messages. > > On 19-04-2013 PM 04:51, Susan Dittmar wrote: > > Darshak Modi schrieb: > > I think for that also, you need to have ticketid somewhere in subject/body > > > Did you test, or do you just suspect? I just tested. I created a ticket by > sending mail to OTRS. Without waiting for OTRS to accnolege my mail, I then > sent a reply to my original mail, keeping just the subject (and, I think, > the In-Reply-To header line) intact. OTRS did add the second mail to the > ticket that was created out of the first mail. > > Susan > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 >
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