New Requests sent by email with similar subjects are getting appended to closed requests
Current Version: 13.0 Build 13004
Over the last couple of months we've noticed an issue with requests that are emailed using email templates to create new requests. For instance, our HR Department sends and email when employees are hired / terminated. The subject line of the email is the same except for the employee name. We have templates created for those emails as well. However, we've now noticed most of the emails are being appended to closed requests as a reply instead of being recognized as a new request. I thought it was an issue with how these particular emails were being sent, but I had the same issue with a request sent by a different department. I think it's an issue with Zia, but I can't find anything to configure that could possibly affect this behavior.