We've been experiencing an odd issue of late with our ServiceDesk Plus install.

When a requester replies to a ServiceDesk email, the server logs the reply correctly. However, if a technician replies to an SD email, nothing shows up in the ticket, nor does the requester get the email. This happens even if the technician is the requester and replying to an email for further information.

Since we use ServiceDesk to track all communication regarding a ticket, this gets one-sided quickly and can be problematic for us. I've looked in the Notification Settings, and I can't see anything applicable, but it's possible I'm just not looking at the right setting.

Thank you for your assistance.

Justin