We are currently in the evaluation and testing stage of implementing ServiceDesk Plus.

I have noted that whenever a customer replies to an email sent from a request, that a new Request ID is allocated to the original request, and consumed.

This means that at the top level view of all Service Requests, the numbers do not follow a sequential order. That is, we see a list of requests with numbers like - 1, 2, 3, 5, 8, 12, 13, etc

We would prefer that replies to request emails are not allocated a request number, but rather use the original request ID.

Can this be configured, and if so, how?

An example taken from the History tab of the request follows -

Wayne