I need urgent help with OTRS 6 Community Edition
We moved from OTRS 4 Free to OTRS 6 CE by manually forwarding tickets to temp mail and sending it to OTRS6
But now when customers answers with "Old" OTRS number , "New" OTRS keeps opening new tickets
Example :
Sending email with subject "[10829856]" creates new ticket 88xxxxxx
Sending email with subject "Incident nr:88xxxxxx - [10829856]" attaches answer to created above ticket
Sending another email with subject "[10829856]" creates another ticket with new numer
We set up PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1 (config in attached picture) but it's not working for any email
Anyone can please explain why it's not working ?
![Very Happy :D](./images/smilies/icon_biggrin.gif)
Looking forward to hear from you mates
Norbert