Inbound email ref message exists but not captured by system

[Daria6]

Our approvals are using the out of the box 'Update Approval Request' inbound action that has not been adjusted from ootb. There is an email that goes out when an approver is added to a case and within the email, they can press the Approve button which makes a new email pop up with an autopopulated subject "Re:HRCXXXXX - approve" and body with the ref message. This has been set up for years.

There are two users who are now having issues with their approvals being captured. When they send in the email without adjusting the subject or body, the email log states that the email has been classified as a reply to HRCXXXX instead of finding the watermark like it does for everyone else who approves.

The only difference between when it was working and not, is that both these users recently changed their signatures. Their signatures sit below the Ref message and use a table to store their contact information along with an image of the company logo.

Could signatures impact the systems ability to notice the watermark in the body?

[Chaz]

Judging by the information from this SN documentation, it looks like the signatures could be potentially causing the issue just because of it being a table. I would have them try replying without the signatures to verify and go from there.

https://www.servicenow.com/docs/csh?topicname=r_InboundActionTypeCriteria.html&version=latest

[Daria6]

Without the signature it works fine so the problem is for sure the signature, just not really sure about the exact tag/point in the signature that is creating the problem. I will take a look at your link, thanks.