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Hi,
we want to merge tickets with the same Ticket-ID in the email subject together to one.
Every email create a new ticket. For the first time, this work as aspected.
The answer email with the ticket-id in the subject create a new ticket also and this is not exeptable.
We want the answer email as answer in the ticket with the original id, or linked together.
We only communicate with emails from our ticket system to glpi and glpi is flooded with replies that appear as new tickets.
To manage these new Tickets produce a lot of unnecessary work
We are able to receive and send emails.
we check, in Setup/General/assistance :
Allow anonymous followups (receiver) = Yes
and
Allow anonymous ticket creation (helpdesk.receiver) = Yes
i didn't found a rule to link or merge a email as an answer.
any hints are welcome
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