Odd thing popped up (Build 10500).

We use the standard delimiter ## in the subject of emails.

Normally when a user sends an email to the inbox with ##request number## in the subject, that ticket's conversation will get updated with the email.

We just had, what strongly appears, to be an old ticket update that did NOT have the ##request number## in the subject. This email should have created a new ticket. I cannot figure out how this happened. The subjects of the tickets were identical. Has new logic been added that takes emails with an exact subject of an old ticket and update the old ticket?

The only place under the Admin menus I can find talking about this is Admin --> Organizational Details --> Mail Server Settings --> Delimiter where the ## is set.

Is there any place else in the config that defines what emails create new requests versus adding to a conversation on an old request?

This is kind of a problem. Some subjects are common enough we do not want old tickets updating, but need new tickets created.

Thanks!

--Jeff.