Move incoming email to ticket id

[iztok]

Hello,

I've enabled in Config.pm for OTRS to search TicketID in whole email which is sent to support system.

When OTRS fetched mail, it created new ticket and completly ignored this line in body message which included ticket id from previous case:

TicketID: 2011020210000104

Instead OTRS created new Ticket and didnt append the reply from customer to above ticket number.


My Config.pm for ticket id search:

<snip>
$Self->{'PostmasterFollowUpSearchInRaw'} = '1';
$Self->{'PostmasterFollowUpSearchInReferences'} = '1';
</snip>

[crythias]

It is possible that the ticket format did not match what would normally show in the subject, so if : is a #, it may overlook it.

[iztok]

Thanks, that did the trick.