https://sydneyuni.service-now.com/sm?id=kb_article_view&sysparm_article=KB0020535
It is essential that communications, updates, files are kept within the existent requests. This article describes how a Case or other requests can be correctly updated avoiding duplication or delays in the request resolution.
Important Notes: Updates will be automatically ingested to existent requests when using the options below. Initiating a new email to research.support or adding it to the CC field will create new Cases and they will need to be manually linked to existent requests causing breaks in the linearity of request resolution and potential duplication.