We have the following situation.
user 1 sends an email to rt.queue and cc's everyone including user 2 user 2 gets the email and clicks reply all. and sends the message. This
message is recieved by rt and created in a new ticket because there is no
ticket id in it yet.
I know we can merge tickets but my users want rt to figure that out and
put the new email as part of the other ticket. Is this easily possible? If
my algorithm messes up is it easy to move a single message between tickets
(i realize it is not part of the interface but will the db integrity hold
if that is done?)
<>< Proverbs 3:5 “Trust in the Lord with all your heart and lean not on
your own understanding;”