Hello,

We're adding this to the pile of new issues and behavioral problems, that were introduced since we upgraded all the way from ServiceDesk Plus 11 to 14.1 Build 14103.

For notification templates in version 11, the ${subject} variable retained the subject when forwarding/replying to incoming email conversations. It also had a "smart" behavior which avoided duplicating the email delimiter in the subject. But now, in version 14.1 Build 14103, the ${subject} variable will simply just paste the request subject regardless of context.

Many of the requests we handle require separate email communication with a 3rd party, from within the request itself. These 3rd parties often use their own ITSM solutions for email communication, which append their own email delimiters in replies to the subjects we send. Previous versions of ServiceDesk Plus would respect this, and could reply to conversations with deviating subject lines.

This is no longer the case, we now have to copy the subject manually when replying to these incoming messages. This is highly annoying for our technicians, and our 3rd parties too, since we end up breaking their workflows by spamming them with new requests instead of replies to ongoing requests.

Is this a known problem, or another behavioral change just like how ${description} is no longer context-aware?