We recently encountered another company that is using SD+ as their helpdesk solution, which causes a problem when the  request id already exsists in one of the systems.

So when they send a mail from their helpdesk to ours it might get assigned [##12345##], which causes the reply to enter their system on the same  request id, as it already exists there. So in other words whenever they create a new ticket with us they get the reply attached to an old, closed request on their side.

I assume it's not the first time something like this happens, so is there any smart solution on how to avoid this?

Thanks in advance.

//Z