osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
How does the system knows that one mail has to open a new ticket or is from an allready existing one
I would like to know how does the OSticket system can know if it's needed to open a new ticket for a e-mail or it has to append the replies etc to an already existing ticket.
We're triying to connect our OSticket system with another ticket-system (not based in OSticket) and it would be great to know what does the OSticket system is looking at at the received messages to decide if open a new ticker or not.
Help on this issue would be much apreciated.