Find if a mail is new or reply [Outlook]

[Andrei Ionut Sandu]

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!

[Andrew Laden]

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.