New email ticket being picked up as follow up on current ticket

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rajbps
OTRS newbie
Posts: 44
Joined: 02 Jan 2014, 22:02
OTRS Version?: 3.3.3
Real Name: Raj
Company: Business Park Solutions Ltd

New email ticket being picked up as follow up on current ticket

Post by rajbps » 01 Mar 2019, 23:45

Hi Team,

I have otrs version 6. A customer has logged a ticket and the ticket is now completed and marked as either pending auto close for 24hrs or closed.
Then the customer send in a new email with same subject line and unfortunately it updated this ticket instead of creating a new one. Got the customer to resend a new email ticket. This time the customer added - 01 in the subject line but still the old ticket gets updated and not a new ticket.

Is there a way to see at what state a ticket was left ie how can I check if the ticket was actually closed or set to close in 24 hrs.

Also why it keeps updating the same ticket please.

Thanks in advance for the help.

Rajbps

reneeb
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Re: New email ticket being picked up as follow up on current ticket

Post by reneeb » 02 Mar 2019, 11:33

You can change the queue settings. There you can decide if a followup on a closed ticket should open the old ticket or create a new one.
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rajbps
OTRS newbie
Posts: 44
Joined: 02 Jan 2014, 22:02
OTRS Version?: 3.3.3
Real Name: Raj
Company: Business Park Solutions Ltd

Re: New email ticket being picked up as follow up on current ticket

Post by rajbps » 11 Mar 2019, 16:51

Hiya,

This is happening on opened tickets also. as an example, a customer sends in a ticket with subject saying "over for site -01" then sends another one with subject line "over for site -02". The second tickets gets added to the first one which is should not be as they are for creating new tickets.

Unsure as to why this is happenig.

Regards,

Rajbps

skullz
OTRS wizard
Posts: 180
Joined: 24 Feb 2012, 03:58
OTRS Version?: OTRS 6

Re: New email ticket being picked up as follow up on current ticket

Post by skullz » 11 Mar 2019, 17:46

Do you customer use the forward function to send the email to OTRS ?
Sometime outlook will append previous message id to this email as references..
im not sure if im write this correctly..

You might want to enable article plain text function to check the article header..
and in OTRS 6 by default, PostMaster::CheckFollowUpModule###0200-References is turn on.
(Executes follow-up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.)

good luck

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