We have the system setup with Admin > Mail Server Settings > Incoming set to monitor a particular mailbox. It is reading that mailbox successfully, and creating a new Request for each new email. A notification email is sent back to the submitter and in the Subject of that email we include the following (everything in between the quotes): "Request ID :##$RequestId##] ". If a reply is sent to that email notification (e.g. for Request ID 353), and the Subject contains "Request ID: ##353##", it adds this email to the Request ID 353. Everything is working fine.

 

However, we have an issue where one of our customers is also using the Service Desk Plus application, and they also issue Request ID's from that system with the same syntax.

 

Is it possible to change the delimiter that is used from ## to something else, like ^^?

 

Thanks