just a short question about matching Mails to existing tickets.
In the default setup request tracker matches answers to existing tickets that are ingoing via mail by the subject itself. Is it possible to look after other headers, such as
- User sends mail, ticket got created
- Agent changes subject, answers to user, keeping tracker in CC
- Instead of creating a new ticket, request tracker should look at the
References in the header to find the original ticket and place it there as mail.
Thank you in advance