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</o:shapelayout></xml><![endif]--></head><body lang=EN-MY link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>Hi,<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I am not sure if there is any solution to this. I have been digging everywhere for information but no solution to it so far.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I am currently using RT 4.0.10. Customer creates ticket via email. Below is the scenario:<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Customer A and Customer B are colleagues. <o:p></o:p></p><p class=MsoNormal>Customer A emails to the RT’s email and include Customer B in the loop.<o:p></o:p></p><p class=MsoNormal>RT create new ticket and send auto reply email to Customer A with Ticket ID<o:p></o:p></p><p class=MsoNormal>Customer B ”reply all” on the original email sent by Customer A thus creating another ticket on RT.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Is there a way to recognize the subject text instead when there is no ticket ID present?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Century Gothic","sans-serif";mso-fareast-language:EN-MY'>Thanks & Regards,<o:p></o:p></span></p><p class=MsoNormal><b><i><span style='font-size:20.0pt;font-family:"Edwardian Script ITC";color:#9BBB59;mso-fareast-language:EN-MY'>Freddie Quah<o:p></o:p></span></i></b></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black;mso-fareast-language:EN-MY'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black;mso-fareast-language:EN-MY'><img width=450 height=77 id="Picture_x0020_1" src="cid:image001.png@01CE3797.068A0120" alt="450_V2-Springworks"><o:p></o:p></span></p><p class=MsoNormal><span style='color:black;mso-fareast-language:EN-MY'> </span><span style='font-size:12.0pt;color:black;mso-fareast-language:EN-MY'><o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:#92D050;mso-fareast-language:EN-MY'>CONFIDENTIALITY CAUTION: </span></b><span style='font-family:SimSun;color:#92D050;mso-fareast-language:EN-MY'><br></span><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:#92D050;mso-fareast-language:EN-MY'>This message is intended only for the use of the individual or entity to whom it is addressed and may contain information that is privileged and confidential. If you, the reader of this message, are not the intended recipient, you should not disseminate, distribute or copy this communication. If you have received this communication in error, please notify us immediately by return email and delete the original message. Thank you.</span><span lang=EN-US style='color:black;mso-fareast-language:EN-MY'><o:p></o:p></span></p><p class=MsoNormal><span style='mso-fareast-language:EN-MY'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:black;mso-fareast-language:EN-MY'><img width=14 height=14 id="Picture_x0020_2" src="cid:image002.png@01CE3797.068A0120" alt="cid:image001.png@01CCA2BB.CF75F520"></span></b><b><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:green;mso-fareast-language:EN-MY'> </span></b><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:green;mso-fareast-language:EN-MY'>Please consider the environment before printing this e-mail</span><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";mso-fareast-language:EN-MY'><o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>