mailbox integration question

I'm wondering if the following is possible.  I have a distribution list support@ that I add a mailbox yt-support-integration@ to.  I set up mailbox integration such that mails that go to support@ (and because it's a membero fo the distribution list, they also go to yt-support-integration@) create tickets in the "Support" project.  That all works and is obvious how to setup.  What I'd like to have happen is replies to that thread become comments, not new tickets.  Is that possible?  And if there's another way to do it, I'm open to that as well.  Basically, I want a ticket created on initial mail and any replies bo become comments.

Thanks!

Jerry

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We have a policy that merges email messages. If we find that new email relates to previously created one we add the body of the new mail as a comment. We try following strategies to determine that the new email relates to the issue:

1. Standard MIME threading by message-id/in-reply-to.

2. Reference to the issue id in the subject.

3. Threading by subject, without Re, Fwd and ignoring square bracketed content. Like GMail does for threading.

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Perfect - that's exactly what I wanted.  Guess I should have tried it first :)

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I have a related question - would it be possible when adding the replies as comments, to only add the new text and discard the quoted text?  As-is, the comments can get quite long and hard to wade thru if the thread gets long.  I realize this can be problematic but I think you could make some reasonable assumptions (> in first character, headers between, etc).

And should I make this a new question?  If I don't see any replies / views because it's already marked as answered, I'll create a new thread.

Thanks!

Jerry

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Jerry,

Feel free to vote for this issue: JT-10169.

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Done - thanks!

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