After Tickets are merged, email no longer updates the ticket
My subject line is an over statement. If 3 tickets are merged (maybe: xx101 xx150 and xx198) they typically all are on xx101.
If email is sent to the ticket system with ##xx101## in the subject line, the ticket system correctly updates the ticket.
However if either ##xx150## or ##xx198## are in the subject line it does not find ticket xx101 but instead creates a new ticket.
This may be how it always worked.. but I thought it was previously updating the ticket no matter which of the three tickets were in the email subject line.
1. What is the intended design in Support Center Plus?
2. If this is the design, what might i need to do to fix my system?
3. If this isn't the design, it would be a nice feature to add in the future.
Please let me know.
we are currently on SupportCenter Plus v 7.9.0 build 7927
Thank you
Steve Pustell
978-853-1144