Hello, we recently updated from 13010 to 14004 and since then a small selection of tickets are being assigned used ID's and tickets are not being created.

We have a webform on our intranet site, the webform converts the information to an email and sends it to SDP via the incoming email we have setup. Since the update the requestor is being sent an email that their ticket is opened, but both the ID and the link to view the ticket is already used by a previous ticket.

This is only happening from this particular source. If a user sends an email directly to the incoming email, SDP creates and assigns a new ID with no issues.

There are no rules or triggers setup to handle these tickets differently when they come in, we scoured SDP to look for anything that may have changed or broke due to the update, but there is nothing that would react with these tickets in any way.

I attached a screenshot of the ticket email that shows the ID and then the ticket that coordinates with that ID