Add Content/message in existing ticket

[Sayannara]

Hello,

First of all I need to say I'm not an expert and even not an OTRS administrator. My question may be simple or stupid or ... Sorry about that.

I would like to know, how in OTRS is it possible to add a message/mail to an existing ticket..

I found this post: viewtopic.php?f=62&t=15012&p=57639&hili ... ket#p57639 which says

Is placing the ticket# in subject of the mail the ONLY option for OTRS to match the new mail with an already existing ticket

But it does not work. Please do I need to add a plugin ? Or just change a settings ? Or what is the proper syntax that should be in the subject ? (I tried with #1011643 and 1011643)

Any help would be really appreciated.
Thanks a lot

Yann

[Sayannara]

OK !

Sorry again... it works fine => I add Ticket:SVIT #1011731 which is the entire subject.