Build 15150

Hi,

We have thousands of external customers, and sometimes they might (for some strange reasons) decide to reply directly to a technician's email, rather than to the ServiceDesk email.

The technician will then forward that reply to our ServiceDesk inbox so it can be handled properly.

The problem we have is that sometimes that reply needs to be split off as a new request. If the customer (requester) replied properly to the ServiceDesk email then the technician can split it off, but not if they had to forward it on.

It used to be fine on an older build, because SD wouldn't automatically detect the forwarded reply as being the technician, so they could split it. But now SD likes to be smart and sees that the forwarded reply matches a technician's account, so it treats the reply as a technician one meaning they cannot split it off.