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Service desk CC-ing creates a new ticket

When a ticket reporter CCs in someone else into their ticket email thread, instead of adding this newly CCed person's replies as comments, it creates a duplicate ticket with the naming convention "RE: Original-Ticket-Name".

I have attempted the project settings changes listed here:

However after trying both settings listed, neither works.

Please advise on how to fix this, we want this CCed person's replies to be comments on the original ticket.

1 answer

1 accepted

Thanks a bunch @Robert Wen_ReleaseTEAM_ that worked perfectly!

Like Robert Wen_ReleaseTEAM_ likes this

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