Hi,

   big problem !!!! new reply from user opens new Request every time and i have to "Marge" it.

as en example; User raise the ticket and Service desk create a "Request Id".User have mail send that mail CCed to two more guys.

Now when other two guys do reply-all on that mail, Helpdesk again create new ticket in stand of append same ticket.

can you guys help me please.

Thank you very much for time.

PG/-