Dear support,

we have a weird issue where in some rare cases mails get added to the wrong request. We are running ServiceDeskPlus version 14306.
The mails are correctly fetched from the mailbox but added to the wrong request.

The mails don't have a request-number in the subject and we would expect that a new request is being created. But instead the answer is added to an old request which already might be closed.

Comments in the request are "Added via references header." or "Added via In-Reply-To header"

We are not aware of any automatic processes which we have enabled. How can we disable this automatic merging?

Thanks,
Christian