hi all just a quick question i've setup OTRS months ago and all is working well except for one slightly annoying issue as part of our support process, we are now asked to open a case with our upstream provider in there own support portal. when doing so, our OTRS support email address is emailed with a "case opened" and then a "new case comment" email during interaction with the case. does anyone know how I can get OTRS to merge all case tickets with the same case number in the subject ?? regardless of whether the case email includes additional text ? This is done by default for any email to and from OTRS but our upstream providers case tickets are making a little difficult as we need to manually merge the tickets Hope this made sense.