[SOLVED] Email reply not attached to ticket

[tomp]

Hi, OTRS isn't attaching email replys to the originating ticket (subject contains the ticket number), it creates a new one.

I thought OTRS automatically tries to assign replys to the ticket, how can I fix this?

Thank you.

[jojo]

the full TicketHook + Divider + Number is needed eg. Ticket#2020041151000259

[tomp]

I can't comprehend the problem then.

The title of the email ticket I received is "[Ticket#2020042210000029] Test" and I replied with "Re: [Ticket#2020042210000029] Test" in the subject of the mail and yet the answer isn't attached to the nor is it visible anywhere (not even as a new ticket).

Communication log shows only successful connects.

What config settings could affect this behavior?

[root]

Hi,

Looks like to played around with PostMaster filter regarding followup detection. Any changes in the System Configuration to settings named like PostMaster::CheckFollowUpModule###?

- Roy

[tomp]

Thanks, I restored the settings and it works.