I've recently moved a support group from one Service Desk project to another. The switch over was facilitated by adding a "redirect" rule to Microsoft Exchange, moving the traffic over to the new inbox.
I've noticed, since the migration, that customer reply e-mails that do not have the issue key in their subject lines are no longer properly routed to the ticket as comments. Instead, these reply e-mails are creating new tickets.
Any thoughts on why this might be happening, and what I could do to correct or workaround the problem?
