Users never seem to email their assigned technician. Instead, they email TrackIt to say "never mind" thinking that is how you close a work order. Other times, they email TrackIt to append information into their work order resulting in a new work order for the same issue. As a result, we end up having to copy the new information from that work order into the notes section of the original work order manually. If the new work order summary contains "RE: Modified TrackIt Work Order 123456", it would be awesome if we could open work order 123456 from that new work order to append the notes and close the redundant work order.