Good Afternoon everyone,

I've been unable to accurately recreate this issue to figure out what the problem is, but it does happen fairly often.  A ticket will be submitted via email.  A technician will reply to said ticket using the web interface.  For whatever reason, the reply creates a new ticket as "RE: [ticket id]: ticket description."  Merging the tickets has no affect, because when the requester then replies to the reply, it creates a new ticket "RE: [ticket id]: ticket description."  If you reply to that ticket, it sends an email as "RE: [ticket id]: RE: [ticket id]: ticket description."  

Something is VERY broken here and needs to be fixed.  I'm attempting to recreate the problem, but I can't seem to make it happen on a regular basis.

Also, on a somewhat related note, I'm not sure why your system works like this, but it seems like everytime an email is sent to the system, even if it is a reply to a current request, it is entered as a new request and then processed by the system to see if it matches a current request and, if it does, it is merged by the system with said request.  How, by any means, is that a functional process?  This really screws up the numbering system for ticket IDs as now it looks as if there are just missing tickets all over the place.  Any thoughts on changing this process in the future?

~James Murphy