Hi fellow ITarians!
Sometimes we need to log support tickets with third parties as a result of a ticket that comes in to us.
When these third parties are also using a ticket system such as Remedy Force, every reply that they send back to us creates a new ITarian ticket rather than going back into the original ITarian ticket.
I have tried several approaches such as:
- Waiting until an email comes into ITarian from the third party service desk thus creating a new ITarian ticket, then going into the third party service desk and appending the ITarian ticket number into the third party service desk ticket subject line
- Creating a ticket in ITarian first so that I get the ITarian ticket number before logging the ticket in the third party’s service desk, and ensure that I put the exact ticket number and ticket subject format in the third party service desk that matches the ITarian format
Every approach has resulted in a new ITarian ticket being created every time the third party responds to their own service desk ticket.
Just wondering if anyone else encountered a similar problem and was able to resolve it?
Many thanks 
Steve