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

[rajbps]

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]

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.

[rajbps]

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]

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