otrs 2.4 creates new ticket upon customer reply

[Icop]

Hello

Searched the forum for an answer to my problem but i found nothing..

In the company that i work recently we migrate the otrs 2.4 to a new server.

Everything works fine except the following:

The customer sends an email and a new ticket is created.
Then the otrs sends an auto reply email to the customer.
When the customer reply to this email then a new ticket is being generated.
The queue has the followup setting to possible.
Why is this happening?

[jojo]

OTRS 2.4 was released 14 years afo and is absolete since several years (3.0 was released 2010). So due to changes in Perl and other libraries it might not run on newer servers or databases. As it is also an data privacy and it security risk to operate such kind of old software you should upgrade to a current version