New request is generated when a CC'ed user responds to an email

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!



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