Reply to new ticket message not working.

Moderator: crythias

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cbravo
OTRS wizard
Posts: 113
Joined: 18 Nov 2010, 00:33
OTRS Version?: 3.0

Reply to new ticket message not working.

Post by cbravo »

Hello guys, I have OTRS installed and everything was working fine. Now I tried to enable my customers to be able to reply from their outlook to the tickets and this mail would get appended to the OTRS. Instead, it is creating a new ticket every time a user replies to a ticket notification. What am I doing wrong? Could you help me set this up correctly? I can post system trace logs or whatever you need to set this up correctly.

Thank you for your help.
OTRS: 3.08
OS: Ubuntu
Apache2/MySQL 5

crythias
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OTRS Version?: 5.0.x
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Re: Reply to new ticket message not working.

Post by crythias »

You might have information in your logs relative to this.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
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ferrosti
OTRS ninja
Posts: 723
Joined: 10 Oct 2007, 14:30
OTRS Version?: 3.0
Location: Hamburg, Germany

Re: Reply to new ticket message not working.

Post by ferrosti »

In case this only happens on closed tickets you´ll have to edit your Queue settings in the admin area.

Otherwise I assume you do not include the TicketNumber in your subject, but you have OTRS configured to search a mails subject only for TicketNumbers.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems

cbravo
OTRS wizard
Posts: 113
Joined: 18 Nov 2010, 00:33
OTRS Version?: 3.0

Re: Reply to new ticket message not working.

Post by cbravo »

would you guys mind sharing an example of how this should look like? I mean, how the ticket title should be when the user receives the notification so he can reply correctly.

Appreciate the help guys.

PS.- here are some strange logs, I don't know if this is what you mean.

Mon Feb 6 12:23:07 2012 error OTRS-CGI-10 No TicketID for ArticleID (255)!
Mon Feb 6 12:23:07 2012 error OTRS-CGI-10 No such article for ArticleID (255)!
Mon Feb 6 12:23:07 2012 error OTRS-CGI-10 No TicketID for ArticleID (255)!
Mon Feb 6 12:23:07 2012 error OTRS-CGI-10 No such article for ArticleID (255)!
Mon Feb 6 12:05:08 2012 error OTRS-CGI-10 No TicketID for ArticleID (255)!
Mon Feb 6 12:05:08 2012 error OTRS-CGI-10 No such article for ArticleID (255)!
Mon Feb 6 12:05:08 2012 error OTRS-CGI-10 No TicketID for ArticleID (255)!
Mon Feb 6 12:05:08 2012 error OTRS-CGI-10 No such article for ArticleID (255)!
OTRS: 3.08
OS: Ubuntu
Apache2/MySQL 5

ferrosti
OTRS ninja
Posts: 723
Joined: 10 Oct 2007, 14:30
OTRS Version?: 3.0
Location: Hamburg, Germany

Re: Reply to new ticket message not working.

Post by ferrosti »

Wow, this rather makes me assume, that your DB is corrupt.
In case you have a standard install, at least run a myisamchk to verify that your DB is alright.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems

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