when an email is generated in the OnTime environment it puts RE: [BSRXXXX] the XXX being the request number and BSR as we defined for incidents. This part of the program works fine. When an incident has been accepted we then catagories them to either incident, issue or change.

 The problem we are getting is when an email is created in the change or issue area it generates the RE: [XXXX] the XXXX being either the issue or change ID. The problem we have is the reply email creates a new incident and does not go to the change or issue. How do we get the emails generated in the change and issues areas to return back to those changes or issues?
 

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Regards
Marc Dimmick
MMgmt, Grad.Cert.Mgmt
Mobile: 0418 140 536

"The best way to predict the future is to create it" - Dr.Peter F. Drucker