I am not sure if there is any solution to this. I have been digging everywhere for information but I couldn't find any solution.
I am currently using RT 4 as the ticketing system in my company. Below is the scenario: Colleague A emails to the RT’s email and include Colleague B in the loop as Cc. RT create new ticket (#1 New Test Ticket) and send auto reply email to Colleague A with Ticket ID. Colleague B ”reply all” on the original email sent by Colleague A thus creating another ticket on RT (#2 RE: New Test Ticket). Is there a way to recognize the subject text instead of the ticket ID to avoid the creation of a new ticket? The ideal situation would be to add B email to the same ticket of A email instead of creating a new ticket. At the moment I am doing manually, I go to RT interface and link ticket #2 to ticket #1. I would be very grateful if someone could help. Thanks a lot, Maria
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