Hi.

We are not a user of ManageEngine but one of our customers are. 

We are having an issue where their system is generating a number of duplicate tickets on our system and no doubt it is on their too.

What is happening is that they generate a new support ticket that they forward to us, this new ticket contains their Request ID ##xxxxx## so the subject of the email looks like this "Request Id ##12345## has been assigned to you"

Our system automatically logs that new request and inserts our ticket reference at the front of the subject and looks like this "IT Service Desk T20210706.0001 - Request Id ##12345## has been assigned to you" and sends back to the originating email.

Our customers ManageEngine system then sends the following back to us "Request Id ##10830## is appended with requester reply." which generates a new ticket on our system.

I have tried working with our customer to try and resolve this but ive had no luck so far and not knowing how the ManageEngine system works I dont know what to suggest on our side too.

If anyone has any suggestions please it would be great, I wondered if it was simply down to the location of the ManageEngine Request ID location being at the end of the subject rather at the beginning.

Thanks