We recently upgraded from 7611 to 8006 and have noticed that email appends do not seem to function properly anymore. Something as simple as the requester replying to the automated receipt notification is causing SDP to generate a new work order.

 

I just ran another test to give you an example...

 

I sent this email in to our SD instance and it generated WO # 48577:

 

I then received the email notification that my requesthad been received and given ticket number 48577 and I replied to this message, expecting that my response would be appended, but a new WO (48578) was generated:

 

 

Here's my Open Work Orders grid immediately following my reply:

 

 

This is very annoying and generating extra work for our techs, how do I rectify this immediately?

Thanks,

 

Michael