auto-reply witch same subject

[Martin W]

Hello

We work with another company that use their own Ticketing system. They send several emails for each ticket with different subjects which always contains a Ticket number. 

we have in automation to answer their incoming cases. But it creates a new case in their case management system. can be set so that it does not change or add something to the subject. but only that it responds to the email. Is there a good way to solve this.

Regards

[Jack Brickey]

Hi @Martin W , The solution will depend on what application the other party is using? With JSM, if the email response includes the issue key and summary then the body of the email will be added to the current ticket as a comment. However, I have not tried this across two JSM instances. It is an interesting scenario that I may try out today. If the are using a different application then you will want to educate yourself on how replies to issues result in comments and not new issues.