Reply to new ticket message not working.

[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.

[crythias]

You might have information in your logs relative to this.

[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.

[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)!

[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.