Threads?

[pk4]

I seem to be missing a very basic concept here:

>> Is it possible to set it up to keep an issue grouped into a thread? I have seen other posts refer to the fact that 4.0 no longer parses info from the subject line. Does this mean that it has no mechanism for recognizing that a message should be grouped with an existing thread?


Background:
I have been looking for a ticket system for my small professional services company. Have looked at SupportTrio and several others.
I was pretty :) to find Cerberus - especially for the source access. So i installed 4.0 and started playing.

[Hildy]

Cerberus 4 definitely groups messages! In cerb4/api/app/Parser.php::findParentMessage(), you can see that we use the References: and In-Reply-To: headers to link email messages together into a common ticket. We simply no longer require the ticket-id to be present in the subject line (this was also removed as a requirement in the 3.x branch... sometime around 3.4, I think).

[jstanden]

There's a lot of information about advanced message threading here if you're interested:
http://www.jwz.org/doc/threading.html

[pk4]

Thanks so much for indulging the stupid question!

[jstanden]

Not a problem! It's pretty interesting to bring up how e-mail clients deal with threading anyway.

(or maybe that's only me! :D)