title: Update existing ticket in VTiger
body: <p>I am a newbie to VTiger, I am using the 5.2.0 version to try, learn implementing Issue Tracking.</p>
  
  <p><strong>Intro:</strong></p>
  
  <p>A client sends an email to say support@company.com, Mail Converter or Mail Scanner.. scans for the new email and if found creates a new ticket.</p>
  
  <p>If admin sees a new ticket which is being raised in Trouble Tickets, makes some changes such as assigning it to someone, or making a comment etc.. VTiger CRM sends an email to a client saying that admin has made modifications to the ticket.</p>
  
  <p>Lets say Client wants some changes, so he replies to support@company.com, a new ticket is raised because a new mail as arrived and mail scanner creates a new ticket.</p>
  
  <p><strong>Problem:</strong></p>
  
  <p>Instead of updating an existing ticket which the client has sent before, creating a new ticket everytime duplicates the problem by making many tickets for one issue, which is a big problem.</p>
  
  <p>When ever a client sends a mail to support@company.com, Subject of email goes as Title of the Ticket and Body of Email as Description of Ticket.</p>
  
  <p>Lets say </p>
  
  <pre><code>Title of Ticket is SubjectClientSent
  </code></pre>
  
  <p>Client didnot like something after admin makes some modifications and the client decides to reply to the email which VTiger has sent him, it is generally in this manner.</p>
  
  <pre><code>Re: TT17 [ Ticket Id : 22 ] Re : SubjectClientSent
  </code></pre>
  
  <p>I dont want Mail Scanner to create a new ticket with the title of ticket as <code>Re: TT17 [ Ticket Id : 22 ] Re : SubjectClientSent</code> , I want it to update the exiting ticket with title <code>SubjectClientSent</code></p>
  
  <p>I tried to do that with creating a new rule something like this..</p>
  
  <p><img src="https://i.stack.imgur.com/nu0mR.png" alt="alt text"></p>
  
  <p>But, its still creating a new ticket.</p>
  
  <p>Could you help me correct this?</p>
  
  <p>Is there a better way of updating the existing ticket?</p>
  
  <p>Thanks for the help and support.</p>