inbound email did not update incident

[Brian Lancaster]

In our instance the only inbound action we have enabled for incidents is Update Incident (BP).  Recently one of the techs forwarded a response that had the watermark and the incident number with FW: in the subject line.  It did not update the tickets.  I looked at the email logs and found Skipping 'Update Incident (BP)', email is type 'forward', which does not match Inbound Email Action's type 'reply'.  Is there something extra I need to setup for forwarding to work?  I checked and glide.email.forward_subject_prefix system property does have fw: listed in it.  Is it because fw is lower case and in the email it was upper or is this not case sensitive?

[Brian Lancaster · Accepted solution]

figured it out.  apparently there is a forward from prefix (glide.email.forward_from_prefix) that was blank which is different from the other system property glide.email.forward_subject_prefix.  As soon as I added "fw:" to the glide.email.forward_from_prefix it started to update the correct incident.

[DustinSpain]

Thank you so much Brian!  The system property was exactly my issue.

[DustinSpain]

Well this did get me the result I was looking for (the original incident was updated with a forwarded email), it seems to be because the system is now identifying it as a reply.  The property seems to me searching the body of the email for the values I added.