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?

[Chris Sanford1]

You would need to change the type from 'Reply' to 'Forward'. Or better yet create your own action to process forwards, so you're not modifying an OOB record, that could result in skipped updates on future upgrades. This one's designed so that when a user replies to an outbound notification, it will update the incident.

[Brian Lancaster]

So could I just copy the inbound action and change the type to forward?

[Chris Sanford1]

Yeah you should be able to. Did you try it?

[Brian Lancaster]

Just tried it but it is having some very strange behavior.  I sent an email by updating comments.  Then I took that email I received and forwarded it back to the development environment email address.  This time it did not show the target incident but it was the wrong one.