Replies not showing up in request
If a technician replies to a requester from the ticket that conversation shows up in the ticket. If a requester replies to the email sent from the ticket, the conversation doesn't show up in the ticket. The technician doesn't receive an email saying there's a reply even though "E-mail technician when a request is appended by reply" enabled under Notificaiton Rules. I found some posts saying the ##$RequestId## must be in the subject for ServiceDesk to update the ticket, and it is correct in all templates.