I have the following problem: when they are sent to generate tickets through the mail and the header and mail is the same, these are entered as comments and not as a new ticket, do I have to do some configuration so that it does not happen?
First a ticket was originated by mail, with a header, attached image.
Immediately, the process of a new ticket is carried out by mail, the same header is used but different requirement and it is added as a comment and not as a new ticket.
Because it does that, I should raise a new ticket or maybe I have a wrong configuration
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