We have Service Desk deployed as our Helpdesk solution in a managed services environment.

We have taken on a new customer who is using their own solution to log support requests on our Service Desk platform.

The issue i am facing at the moment is to do with support case updates and support call closures.

Currently the logging of tickets works fine this way.

The process is as follows,

-      support case gets logged with no issues, with ticket subject "xxxx issues"

-      We assign and reply to the case to notify the customer that the case is being looked at.

-      When we reply on a case the case is updated successfully on their platform due to the

-      If the customer updates the case on their side a new mail is sent requesting a case update.

1st Issue:

Result is that a duplicate call is being logged and not an update to the current case.

I have tested this on an external mail source and when you reply to a case that has been logged the case gets updated correctly and the technician notified of the update. I suspect the issue here is that this is not a reply but a "new mail" requesting the an update on the case.

I have confirmed with the customer that they do not have the functionality to reply on a case, an update sends a new mail.

2nd Issue:

Support case closure.

-      Customer logs a case with "user issue- case number 9xxxxx45xxx"

-      Upon resolving and closing a case service desk sends mail with 

"Your Request with ID :##$RequestId## has been Resolved."

I need the subject to match the title of the support case to be picked up automatically on their system.

Thanks any advice would be much appreciated