The normal behaviour for SDP is to merge  e-mail replies with the existing request if the appropriate information is in the subjuect line of the e-mail reply.

We have two separate SDP setups, one for Helpdesk and one for Guest Relations.  When Guest Relations forwards a request from their SDP to the Helpdesk SDP, the Helpdesk system appends the new request to an existing ticket (that has already been closed) instead of making a new request.

I want to be able to disable this functionality.  It would great if I could selectively do it based on message originator or some other business rule criteria.