> originated from but most e-mail clients discard custom headers but preserve
> a 'In-Reply-To' header with the original message-id.

Don't count on it! :)  I spent quite some time working on a full-text
mailing list search/archive system and one of the things I wanted to do
was preserve thread informtion.  However it was surprising the number of
MUAs that did not generate a In-Reply-To header.  Mostly it was Microsoft
Mail Client and quite a few similar internal mail systems with internet
gateways.  Also beware that many mailers use the NNTP standard of
References: instead of in-reply-to.  I would suggest using the Subject
line instead and generate some sort of ticket number and store it in the
subject line, and put a header in the message body instructing the user to
not alter the subject. 


Matt Hamilton                                            [EMAIL PROTECTED]
Netsight Internet Solutions, Ltd.             Business Vision on the Internet
http://www.netsight.co.uk                                  +44 (0)117 9090901
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