- Edited
When the end user sends the mail, he puts the other e-mail id in the CC.
Then when cc replay that mail a new ticket is created
Is it possible that the mail sending CC should remain the same tikcet number.??
Is it possible that CC mail should remain the same ticket number.
I would assume that instead of the CC replying to the original email or the alert they are creating a new email. We match incoming emails to existing threads by the References headers. If the incoming mail does not have the original email or subsequent entries’ Message ID in the References it’s considered a new ticket.
Cheers.