Outlook client issues with ServiceDesk
Hey guys, we're running ServiceDesk Plus version 5.5.0 (build 5506) on our server, and we seem to be hitting a strange issue.
We have the email fetching enabled, and everything's set up so that mail sent to the HelpDesk email address automatically opens a new ticket in ServiceDesk. We also have it set up so that any replies to messages sent out through ServiceDesk using the Reply function automatically append the existing ticket.
The problem we're having is that if someone replies to one of these ServiceDesk emails (that come from the same HelpDesk email address), it doesn't append requests; it opens new ones with the subject as "Re: Trouble Ticket" yadda yadda. The strange thing about it is that this only happens with the Outlook client. Replying to the same HelpDesk email through Outlook Web Access DOES append the ticket. Also, responding to emails through web-based email like GMail and YahooMail append the tickets. Using Apple's Entourage also appends tickets. This only happens when we respond through our machine's local Outlook clients (Outlook 2003, to be specific). If we set up Outlook to hit our Exchange server using RPC over https (the same way webmail hits the Exchange server), it still opens new requests.
Any ideas? This is beyond weird.
We have the email fetching enabled, and everything's set up so that mail sent to the HelpDesk email address automatically opens a new ticket in ServiceDesk. We also have it set up so that any replies to messages sent out through ServiceDesk using the Reply function automatically append the existing ticket.
The problem we're having is that if someone replies to one of these ServiceDesk emails (that come from the same HelpDesk email address), it doesn't append requests; it opens new ones with the subject as "Re: Trouble Ticket" yadda yadda. The strange thing about it is that this only happens with the Outlook client. Replying to the same HelpDesk email through Outlook Web Access DOES append the ticket. Also, responding to emails through web-based email like GMail and YahooMail append the tickets. Using Apple's Entourage also appends tickets. This only happens when we respond through our machine's local Outlook clients (Outlook 2003, to be specific). If we set up Outlook to hit our Exchange server using RPC over https (the same way webmail hits the Exchange server), it still opens new requests.
Any ideas? This is beyond weird.