One of the techs indicated that someone he was emailing thru the SDP application was out of the office and had it turned on. The response was never captured in the ticket so he was unaware the user was out of the office. It's like the SDP didn't process the email. We have it set up this way:

The email associated with SDP is used to either create tickets or it will append the ticket when someone replies if  ##ticketnumber## is in the subject.

Regular replies work, just not if it's an Out Of Office message. How can I set this up?