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Many times, customers will put sensitive or restricted data in their email to itap@purdue.edu. When This could be a PUID, password, social security number, credit card information, etc. When this ticket comes into DISPATCH, the CSC needs to remove this information before moving the ticket along. This can be removed in the 'Edit Most Recent Customer Note' field on the Customer Note tab. If you do not have this tab, it can be enabled in your FootPrints preferences on the Issue Page tab.
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If a ticket to returned to Dispatch for the CSC, the original Representative or Specialist TEAM should be assigned as the owner and then dispatched from those queues as appropriate.