Replies should not create new tickets

[dontknownothing85]

Hi,

I tried searching but didn't get much info. So basically what I want to do is that whenever a user replies to the earlier mail the OTRS should not create a new ticket. Is anything like this possible?

I have also tried to configure auto responses so that the user can be notified that a ticket has been created but it doesn't seem to work I have created auto responses and tied those responses to the respective queues. Is there anything that I am missing?

Thanks.

[Wolfgangf]

Well there are serveral options / things to consider

OTRS relies on some information for assigning replies as socalled Follow-ups
- Subject [Ticket #: xyc]
- Mail header information and some sysconfig

with the correct subject, follow ups are just working fine; so one way you want to make sure
that mail to users containt the correct subject (eg with ticket #) is to use the "E-Mail ticket" function of OTRS

the other option is, if the mail the user is replying to contains some information about the ticket in the mail body or header
you might want to change the following settings:

Sysconfig -> Ticket -> Core::PostMaster
PostmasterFollowUpSearchInReferences: yes
PostmasterFollowUpSearchInBody: yes