Tickets Duplicated

[vishnupv]

Dear All,

I kindly request you all to help me out by suggesting a solution. We are using OTRS for the past 2 years, it’s a Great tool which makes my job easy,
THANKS A LOT FOR CREATING SUCH A WONDERFUL TOOL.

Let me state the current issue I face, I have configured OTRS in such a way, if any of my customers raise a ticket through mail (from Gmail/Yahoo/Outlook) it will be captured in OTRS as a new ticket, I will receive the same mail to my mail client since I have added my personal mail id inside the group id which I have specified in OTRS, incase if I reply to that new ticket from my mail client (i.e. Gmail/Yahoo/Outlook), it has been captured has new ticket, actually it should be treated as a reply to that existing tickets, this issue does not occur in case if I reply through OTRS itself.

Is there any ways in which OTRS will automatically identify that it’s a response to that new ticket even if I reply from my mail client (i.e. Gmail/Yahoo/Outlook). I kindly request some one to help me on this.

In-case if you feel that I have not stated the issues clearly, kindly let me know, I’ll elaborate. Awaiting for you suggestion. Thanks in advance.

-Vishnu

[jojo]

You should never reply from your mail client!

[vishnupv]

Thanks Jojo.

But my internal structure works like that, most of the times my users would reply from mail client. Is there any other way to make it as i required?

[MichaelR]

You need to get OTRS to send out an automatic response to your mail client, you cannot respond to the email before OTRS has appended the Ticket Number to the email subject (or wherever you have it).

So either you configure automatic responses to your mail address or you forward an article to your mail address or you manually append the ticket number (in its proper format!) to the mail subject (or wherever you have it).

[vishnupv]

Thanks a lot, Micheal.

[Wolfgangf]

Another hint is: if tickets are created by agents, let them use "Email-Ticket" instead of "Phone Ticket"
#1) Ticketnumber, ... is immediatelly send to all recipients and therefore they can simply answer and no duplicates
#2) if you use ITSM: first respond time is satiesfied

[vishnupv]

Thanks a lot, let me try. Have a Great Day.