We can not keep on educating all our customers…..
A customer may open an old email send to Service Desk and click reply all and change the subject and contents for a new request, but due to this unique message id checking functionality, the new request is getting threaded to old ticket and many critical customer issues are getting missed.
Please do have a Check at ticket creation time to see the subject first and then unique message Id.
HUMBLE REQUEST as we lost many customers already!