Not sure exactly what you mean. Track-It! 2020 processes email almost exactly the same as Track-It! 11 in that it reads the email and creates a ticket using the contents. It basically dumps the body of the email in a Note and the summary of the email becomes the subject. Track-It! has never supported using specific types of forms from outlook.
in outlook - we choose an form from the organizational form library and fill out the required information and send it to the monitored email box
In 11.4 the email gets processed and creates the work order.
In 2020.2 email sits in the monitored mailbox
the forms are Message class: IPM.Note.(form name)
if the IPM.Note email is forwarded to the monitored mailbox it processes because it changes from IPM.Note to normal email.
I think you will need to call support. I am not familiar with this IPM.Note at all or what difference that would make.