Situation:

We have an alert system, sending alerts to Jitbit via email, once we have any problem and once the same problem is resolved.

Both email alerts have same subject line with different email body and it is getting send out from same email ID.

Problem:

At present it is raising 2 separate tickets on problem occurrence and problem resolution, even though both email alerts have same subject line.

Requirement:

We require both alerts to be captured in a single ticket.

2nd email alert with same subject line needs to add as response, instead of raising new ticket.

If we can add some pre-defined tag in the email Subject line of 2nd email that will help us to add that email as response instead creating new ticket for the email with same subject line.

Ticket ID in curly bracket can not be added for this email, as this is an automated email, but pre-defined tag can be added.