2 Replies Latest reply on Feb 8, 2018 12:11 PM by MichaelVanTassell

    Replies to email from Service Manager are generating a new incident

    Rookie

      We have Ivanti set up to create incidents submitted via email to our helpdesk email account, and this works correctly. Currently though, replies to messages sent from Ivanti generate a new incident instead of just updating the existing incident. How do we keep replies from generating a new incident? We just want replies to update the existing incident. Thanks!