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I'm using osticket to manage internal user requests.
For this reason I create a new ticket via mail sent to the email address defined.
After that, I want to append mails to the same ticket number from different email address, because all team can partecipate to complete the ticket.
To do that I type the ticket number [#??????] on the subject.
Problem: the program appends the mail to the requested ticket, only if is sent from the user that create the ticket. Otherwise, the osticket create a new ticket number, also if I set the ticket number on the subject.
Can I have a way to append mail to the same ticket number, only checking the ticket nukber? The email address is no relevant on my case.
I tried to found a solution within the forum, but without solution.
Thanks in advance for support.