sd+ MSP support create a new request but another one with same subject already exists

sd+ MSP support create a new request but another one with same subject already exists

hi !

we have some issues with SD+ MSP (v13.0 Build 13004)

it creates a new request while a requeste is already open, same subject, and we do'nt understand why.
Requester seems to be the same

some exemples (view uploaded logs):
23134 but 22977 already exists
23125 but 23045 already exists


Can you check or understand why ?
Can you remind us how SD+ choose to create a new request or to merge

i stay at your disposal, thank you

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