How to Prevent WHD from creating tickets for Emails with RE: or FW: on the subject line

Question

This is the scenario:

1. Client will send an email to whd email regarding an issue - let's say the subject is  "Issue 1"

2. WHD will create a ticket and send an email to the client with a subject  "Ticket #1 - Issue 1"

3. Client will reply from his previous email and not from the email of whd - subject will become "RE: Issue 1"

4. Whd will create another ticket for the same issue

I believe this is possible with using the Filter in the email options. We had created a filter "(?i)RE:" this should block tickets with RE: or re: on the subjects but when we tested it tickets are still being created.

I would like to ask for help regarding this because this is really affecting our system. We already so much  cancelled tickets because of this

jfrodrin · Answer

I tried this but tickets are still being created. But whenever I tried to input to test it using the test button it says "match found". The workaround i used is to add a RE: and FW: Filter on the body. This minimized the creation of tickets.

jfrodrin · Answer

I'll try this.

mark.dangelo · Answer

This is my current input for the "E-Mail Subject Regular-Expression Filter" box: (?i)(out\s+of\s+office)|(away\s+from\s+office)|(out\s+of\s+the\s+office)|(RE:)

I just did a test with RE: in the subject line and a ticket was not created. You could try changing it to (?i)(RE:) though I don't think it should matter. When you click the "test" button and type in "RE:" does it say match found?