new tiket after Reply email

ghufron · Post by **ghufron** » 23 Dec 2011, 06:15

Dear ALL,

I have some issue at My OTRS 3.0.9,
The rule of my OTRS is
1. when customer send email to helpdesk@xxx.com
the system of OTRS will be creat new tiket and info the no tiket to sender.
2. when customer send email to helpdesk@xxx.com and cc to other user.
and other user got the email and reply all to Sender and CC to helpdesk@xxx.com
The system at OTRS will be creat new tiket with the same case/issue .

My question : can we reduce the tiket with the same case ?
or block information from sender if he send to cc

Thanks.
Ghufron