Hello,
I have a situation, related to JIRA tickets imported from Outlook, via collectors.
Mail #1 to Team X
Date: Tue, 1 Nov 2022 17:00:19 +0000
Subject: listare BF_Sandori
Thread-Topic: listare BF_Sandori
Mail #2 to Team Y
Date: Wed, 2 Nov 2022 08:05:50 +0000
Subject: documentare BF_Sandori
Thread-Topic: documentare BF_Sandori
Both mails were sent to two different support teams by the same sender.
Now, ticket for team X was created but the ticket for team Y was imported as comment on team X ticket(correct behavior).
The problem is that the sender said he sent a new e-mail for team Y but I think he sent a reply/forward and just changed the subject and body.
I have all data from mail headers, I am checking those but I don't know how can I relate to them. Some IDs are the same.
X-MS-Exchange-Organization-Network-Message-Id
X-MS-Exchange-CrossTenant-Network-Message-Id
Message-ID
References
Can you give me a hint?
What should be different if those e-mail were both sent as 'New Email'?
Thank you!
References header would be the likely culprit. If the "new" mail has a references header, that means it was probably sent as a forward from another mail.
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