email reply from customer creates a new ticket [SOLVED]

rvaldomir · Post by **rvaldomir** » 26 Sep 2015, 05:24

Hi,

I'm facing the following issue.

sometimes when a customer replies to an email if an existing ticket, OTRS will process it an will create a new ticket even if the email subject is the same and comes with the it happens with just one customer.

PostmasterFollowUpSearchInReferences is set to NO

and in core ticket Im using the hook and left option:

a.png

How to avoid the new ticket creation if the subject comes with an existing ticket number?

Post by **crythias** » 27 Sep 2015, 01:16

rvaldomir wrote:sometimes when a customer replies to an email if an existing ticket, OTRS will process it an will create a new ticket even if the email subject is the same and comes with the it happens with just one customer.

What is the subject of the reply? (at least as close as can be presented).

It doesn't matter left or right. It only matters Hook/HookDivider/TicketNumber

PostmasterFollowUpSearchInReferences is set to NO
doesn't really matter to this. It just doesn't exactly add to the ways to find the ticket.

wurzel · Post by **wurzel** » 27 Sep 2015, 02:43

Hi,

did you change System ID ?
did you change Ticket Number Generator ?

set SearchInReferneces to YES and you'll be fine.

Flo

rvaldomir · Post by **rvaldomir** » 07 Oct 2015, 15:03

after a review the customer was sending emails without tn in subject

Znuny Open Source Ticketsystem

email reply from customer creates a new ticket [SOLVED]

email reply from customer creates a new ticket [SOLVED]

Re: email reply from customer creates a new ticket

Re: email reply from customer creates a new ticket

Re: email reply from customer creates a new ticket