Have email replies as followups and not new tickets

[kenmurimi]

Dear All,

I configured a Queue where the system picks emails sent to support@company.com and creates tickets for them. This works perfectly and anytime there is an email in the inbox of support@mycompany.com OTRS picks it and creates a ticket from it under the queue I specified.

The problem is sometime there are replies to the tickets but the system creates new tickets for them instead of adding the new email as a follow up. These replies though don't have the ticket number and are mostly replies from the recipients who were in copy of the initial ticket ( for instance the ticket subject was " DNS problem" the reply comes with the subject "re: DNS problem ") anybody who knows how to solve this?

Regards
kenmurimi

[crythias]

The replies are likely coming from humans, right? That is, a person sends to a group, and OTRS. Then everyone starts replying to the first message.

Not much to be done about this, but to try to merge the tickets and reply all within the system, "Please include this subject when adding the ticketing system".

As for match subject, not really, but if you can get the ticket subject with the ticket number in the body, you can click the checkbox to scan the body for followups.