Hello,
I have a problem with the classification of inbound mails.
If a mail is received without watermark and without in-reply header, but with a valid CS number in the subject, the mail is classified as new. The sender is a contact, but not the caller in the affected case.
Any ideas what triggers this behavior?
Thanks in advance
Hi,
You have OOB inbound action to handle this but update should happen based email water mark and subject line should contain RE: and Case number.
If you remove then key parmeter match is not happening and it should create a new case. Can you refer the below actions in your instance.
Create Case using Prefix
Update Case via Reply
and refer belwo screenshot
Please mark as correct answer if it helped.
egards,
Suresh
I have reproduced the same in my PDI and there it works as expected.
But I can't identify what the difference is.
Hi,
Once email sent in your emailbox it will reach to 'sys_email' you email validation is happening based on inbound action. Take any one record and open in 'sys_email' and check the email log. Pleas refer below screenshot and refer the email log. It will help you to understand which s helping to create or update the ticket.
The email subject line manipulation defined in your script action and It will check your email water mark, email type and condition as well.
Please mark as correct answer if it helped.
Regards,
Suresh
