New request is generated when a CC'ed user responds to an email
Hi,
If a requester submits a ticket to ServiceDesk that includes other users in the CC field of their email, any responses from those CC'ed users - if they reply to all (which means they'll reply to the helpdesk) - will also generate a new ticket in ServiceDesk. I understand that this happens because their reply will obviously not include the ##RequestID## in the subject field so ServiceDesk see's their email response as a new request.
Is there any workaround for this other than suggesting that people not include CC'ed users in their original helpdesk request?
Thanks!
New to ADSelfService Plus?