Hi Tom,
When a request is created in Servicedesk, the notification that goes to requester will have the request id in its subject such as ##Requestid##, please check and let me know whether the notification contains this parameter in the subject.
In Servicedesk, an email will be appended to an already created request based on the request id(in ##Requestid##) format and based on message id. Kindly check and let me know the subject of the mail that goes out to the requester as a notification and it will help me to assist you further.
Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
When a request is created in Servicedesk, the notification that goes to requester will have the request id in its subject such as ##Requestid##, please check and let me know whether the notification contains this parameter in the subject.
In Servicedesk, an email will be appended to an already created request based on the request id(in ##Requestid##) format and based on message id. Kindly check and let me know the subject of the mail that goes out to the requester as a notification and it will help me to assist you further.
Regards
Charles
Servicedesk Plus
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice