Hey we often have the issue that mail servers tweak the subject line of a ticket when a user replies (adding "Re" or out-of-office bits) which in turn creates a new ticket instead of a threaded reply within the original ticket.
I read here that for threading messages, OST checks for info in headers (message-id) and if the info can't be found it will check the subject line for the ticket number.
We're including the ticket ID in our subject lines but it seems like it doesn't help the threading...
So my question is how should this ID appear in the subject line to be the most helpful?
- Should it be the DB ticket ID (we're customizing of ID by topic)
- Should the number have spaces before and after?
Any guidance will be helpful ;-)
