Follow up check fails when 2 numbers are in the header.

[certaindestiny]

Hello,

We have been using OTRS for quite some time now and never had any issues.
However we recently changed ticket number formats as to make communication to our customers more user friendly.

The issue we are running into now is that whenever there is a second number in the e-mail subject the ticket is no longer matched.

Example:

Thank you for sending a ticket to company A ABC <number> [Ticket#<our ticket number>] Something is not working

Whenever this happens the tickets is no longer matched

Anybody know why this is now occurring?

[root]

Hi,

When you change the ticket number format follow ups for existing tickets won't be recognized. The reason is that for the follow up detection the settings are used. The second number you talking about is the new format, right?

We usually create a custom module to detect the old ticket number format this for a transitional time.

- Roy