Response Delimiter
I would like to request that the function for listed below be changed to where we can keep to what it was before.
- SDF-65039: Option to configure the base delimiter. Admin >> Mail Server settings >> Delimiter.
- Note: By default, the base delimiter is ## and delimiter for each module is Request-RE, Change-CH, Problem-PB, Project-PJ, Solution-SO, Task-TA, PurchaseOrder-PO, PurchaseRequest-PR, and Contract-CO.
I have fought for 2 years to get people to put the ##Service Request Number## in subject of their emails when communicating in Outlook. A lot of our tickets are created via email with people CC'd on email. and if they reply without it creates new ticket, but I have gotten people to start including the ticket number after it is created so that email is merged to ticket and not creating new ticket and throwing off the counts of my ticket system which we have to report to Senior Management on a Monthly basis. If I upgrade and this feature is enabled, then I will have to start that fight all over again, and it is not worth it.
Until this option is able to be kept as it is now, I will not be upgrading our Service Desk any further.