I have a scenario where I will have two installs of SD+ being used by 2 different departments in the same organisation.

I may want requests that come in to one department forwarded to the other.

When the request is created, it gets its ID number. All well and good.

If a tech in dept 1 needs to forward a request that has come to the wrong department to department 2 and the ID number already exists in dept 2, the request will append to the conversation history of the existing request.

To solve this, I need to ask the user in dept 1 to remove the request id from the subject before he forwards it to dept 2 thus creating a new request.

Is there any other way to handle this??

Thanks in advance