Reply to ticket email creates new ticket

[alfl]

Hello,

I have the following odd issue. If a customer reply's to an email send from the helpdesk the otrs system creates a new ticket with a new ticket number. this happens to all messages.

I upgraded to otrs from 3.2.1 to 3.2.2 in hope this problem was solved, but i must have done something wrong...

Is there anyone who can help ??

Mail server is exchange, otrs is running on Ubuntu 12.04LTS, OTRS version is 3.2.2

[crythias]

did you change ticket number method or did you disable the display of ticket number in subject?

[alfl]

I did change the auto ticket number. The original was to long for our needs and i only work with the id. I do have the ticket number in the subject, so this must be working..

An example of a test message subject: RE: [Ticket#1014] RE: test bericht 14.36

[crythias]

If your ticket number processor is searching for a format and includes a SystemID, you will have a problem like this.
Your ticket number is or may be too small to effectively handle a SystemID.

[alfl]

You pointed me to the right direction..

I changed the ticket number by going to the following link in OTRS: Admin :: sysconfig :: Ticket :: core:ticket (changed it to autoincrement)

I did it first by using guideline: viewtopic.php?f=61&t=7033
But apparently forgot to read the last line:

Now that this is done, you must go into the Sysconfig in the ADMIN section and look under Core::Ticket. Change Ticket::NumberGenerator::CheckSystemID to NO. If you leave this as YES, and you have used OTRS already, then tickets will not properly be automatically merged, even though the ticket # is the same.

This is something i overlooked.. It is solved now, thanks for your help.

[Sophy978]

You pointed me to the right direction..

I changed the ticket number by going to the following link in OTRS: Admin :: sysconfig :: Ticket :: core:ticket (changed it to autoincrement)

I did it first by using guideline: viewtopic.php?f=61&t=7033
But apparently forgot to read the last line:

Now that this is done, you must go into the Sysconfig in the ADMIN section and look under Core::Ticket. Change Ticket::NumberGenerator::CheckSystemID to NO. If you leave this as YES, and you have used OTRS already, then tickets will not properly be automatically merged, even though the ticket # is the same.

This is something i overlooked.. It is solved now, thanks for your help.

Thank you alfl, I was having the same issue but now fixed thanks to your post.