Inbound follow-up email is not added to ticket

[zerszenyi]

Hello community,

My old OTRS 6.5.2 system on CentOS 7 used to add inbound emails with the text Ticket#1234 to the ticket identified in the subject.

I migrated to Znuny 7.1 on a new Rocky Linux 9.5 server.

Now when a follow-up email is received with the ticket number in the subject, a new ticket is created instead of adding it as a note to the ticket identified in the subject.

I couldn't find anything in the documentation or the Internet.

What am I missing? Any pointer would be greatly appreciated.

Thank you.

[hkais]

Hello community,

My old OTRS 6.5.2 system on CentOS 7 used to add inbound emails with the text Ticket#1234 to the ticket identified in the subject.

I migrated to Znuny 7.1 on a new Rocky Linux 9.5 server.

just curios, did you do a full upgrade from 6.5.2 to 7.1.x in one run?

From my experience it is a bad approach, since every major change was not tested well.
so to be sure, can you name your version steps you have executed?