Hello,

 

Moved to 7507, since the move any e-mail response from someone outside our company isn't appending correctly to the original ticket. Instead a new ticket is generated which I am forced to merge with the old.

 

If I respond to a ticket it appends correctly, this only appears to happen for external addresses.

 

During troubleshooting, I noticed the field in Notification Rules where we used to set the format is no longer visible. We were using the standard Req.ID:##$RequestId## format prior to upgrade.

 

Has anyone seen this behavior? Solutions?