Hello all,
My team has faced instances where they will forward and incident to our helpdesk but it would not make create a separate incident. These forwarded emails would create a new comment within the original incident thread. This is true even if the Subject line is replaced with a different one. As I've spoken to a tech it is because of the headers in the thread that match it with the old incident. We want to suggest a way that our team is able to forward incidents with/without a new subject line and have it create a new incident without having to start from a blank email and having to copy/paste the thread. Thank you for the time and hope to speak soon!
