Hi, We have a customer who is using his own ticketnumber in the subject, and not the one provided by us. So every update they send to us on a ticket creates for us a new ticket, which generates an autoanswer with the ticketnumber and which we have to merge with the original one. Because their ticketnumber always has the same format, I was wondering if it was possible to use their ticketnumber to decide if this is a new ticket or an existing. The procedure should look like this Subject contains "ABCXXXXXXX" (where XXXXXXXX = ticketnumber). If yes --> is there already an existing ticket with the ticketnumber in the subject. If Yes --> add mail to the exisiting ticket If No --> create new ticket If no --> create new ticket Met vriendelijke groeten, Luc Van den Abeele Technical Consultant [Description: Inia]http://www.inia.be/ Uilenbaan 80 * 2160 Wommelgem Tel: +32 3 545 67 83 * Fax: +32 3 545 67 88 luc.vandenabeele@inia.bemailto:luc.vandenabeele@inia.be
