Hi there,

This is happening inconsistently so it's been difficult to investigate. Most user replies are being imported into the existing tickets.

Some user e-mail replies are just creating new tickets. An example is below:

RE: Ticket 1260  BI Publisher: Actual vs Priced and History

RE: Ticket 1260  BI Publisher: Actual vs Priced and History

We've had to merge this with the existing ticket 1260.

I spoke to the user and they clicked Reply to an item in their sent items in order to send a further update to the Service Desk. I don't know how this would impact on it importing to the existing ticket?

As far as I know it's only the subject line which is parsed in order to create a new ticket or import to an existing one but I have seen in the history tab that there is something called a 'Conversation ID' and I don't really know how that works or where this ID gets generated / referenced?

I hope you can help, thanks in advance!

Dave