Problem Statement: While replying to the email with the same subject line, new tickets are created.

Ticket Number: 694082288389

JIRA Ticket: https://adjettercrm.atlassian.net/browse/SER-6009

Client: Cashify

Clarification Provided: Email body contains older ticket Id and due to IGNORE_EXISTING_TICKET_AND_CREATE_NEW_TICKET PR, new ticket created.

Explanation: This logic is applicable for all Kapture tickets as well. If a ticket is reopened within the stipulated window time of seven days, this will not create a new ticket, but instead the merge logic will be applied. Currently, the support team has this time limit of seven days active. 

Note: Partner Resource Access is only restricted to the managers.

List of Partner Resource Unique IDs are available.

Link: https://docs.google.com/spreadsheets/d/1BZrUJYlrOmJJEn-JVeoE8W5JuR6CmsoPNPmgx_J4NBg/edit#gid=0