Hi,

Just upgraded from Version 11.1 to 14.1 14105 and we are having seveal problems with Subject email template:

Sometimes we need Second Level support (external supplier) and we foward the ticket to them and their system replies adding into the end of the subject, their ticket name.

If we reply that specific conversation, previously it keep the supplier ticket number, but in release 14.1, it removes:

When we foward a ticket: "Subject: [Fwd: ##RE-137760## : PRODUZIONE - Stampa DDT BOLLA GENERICA sbagliata]"

Second level reply: "Subject: [Fwd: ##RE-137760## : PRODUZIONE - Stampa DDT BOLLA GENERICA sbagliata] [Incident: 230228-000043]"

When we reply the second level: "Subject: [Fwd: ##RE-137760## : PRODUZIONE - Stampa DDT BOLLA GENERICA sbagliata]" --> Missing the incident number

All above works, but in a new ticket, at the very first reply to the customer (not having any conversation), subject is BLANK !

Any tips how to solve it?

Attached some print screens that illustrates the problem!

Thanks in advance,