questions and discussions about OTRS.org
Subject: [otrs] Email Creates new ticket and updates an existing ticket
The problem that I'm having is this. A user creates a ticket via the
web interface then gets a email confirmation and then replies to the
email which updates the existing ticket
The problem that I'm having is this. A user creates a ticket via the web
interface then gets a email confirmation and then replies to the email which
updates the existing ticket in the system but also creates a new ticket.
I need to find a way to make the system not create a new ticket on follow
