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 à is there already an existing ticket with the ticketnumber in the subject. 

                 If Yes à add mail to the exisiting ticket

                 If No à create new ticket

If no à create new ticket

Met vriendelijke groeten,

Luc Van den Abeele
Technical Consultant

Uilenbaan 80 · 2160 Wommelgem
Tel: +32 3 545 67 83 · Fax: +32 3 545 67 88
luc.vandenabeele@inia.be