I have a challenge for you.
My customer likes to send an issue to support, adding on CC many more people (from his company). Then many of the star writing its ideas, and many branches of the firs case appears. As expected, Jira service desk, sometimes write the emails as comments, but some other times duplicate the case. That last happens when one of the users reply the email using the first email sent.
Question:
How can I prevent this duplication if the subject of the email is the same*?
* some times coms with RE: FW: .....
Note: Headers does not work in this case, because some of the users use the first email sent, to add his opinions.
Thanks to all.
