When a customer logs a Request they get a number generated from the system such as
Your Incident ID is: 278700000000597047 which from the email template is ${Cases.Request Id}
When it is listed in our Requests Tab inside the system it is listed as the number 104 for example. So If I generate an email template for a response and use ${Cases.Request Id} it will give the customer the number 104 which has no significance to the request/incident number they received.
Please advise if I am doing something wrong or a workaround.
Colin