Hello,

we use a Mailsystem (Kerio Mailserver) which does not use the "In-Reply-To" in its mail headers when you send a reply to a mail.

For this reason ServiceDesk creats new tickets when someone replies to a mail a technican send him oder her instead of allocating this reply to the right ticket.

I´ve read about that here:

http://forums.manageengine.com/#topic/49000003377088

Seems not to be possible to assure Kerio to use the In-Reply-TO in its mail headers.

Is it posssible to prompt ServiceDesk to use another way to allacote replies to the right ticket?

Regards

Sören