If Outlook only displays cached emails (similar to "UC Davis - ESP IT" email@example.com instead of firstname.lastname@example.org), the system thinks they're associated with that previous ticket and creates a follow-up ticket, including the CC'ed users from that previous ticket.
To fix this, clear the ESP IT entry in Outlook's AutoComplete list. More information about the AutoComplete list can be found on Microsoft.
- Create a new message or respond to an ESP IT message.
- Pretend you're emailing ESP IT or email@example.com.
- Outlook should show you an AutoComplete list of emails.
- For the ESP IT email, please select the X that appears to the right of it.
To make sure that future new emails are sent to firstname.lastname@example.org, you can create yet another new email or type or paste email@example.com into the To: field anew.
If you run into any problems, please let us know.