Reply emails being classified as new even with an In-Reply-To header that matches a previous email
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-23-2019 08:31 AM
Hi All,
We have cases where there is no watermark or task number in the email body or subject, but it is a reply to an existing email/incident/request. For some reason, even with the In-Reply-To header that matches a Message-ID, it is being classified as New instead of a reply. It works some times, but then other times it will not work. My understanding is that the email first checks for a watermark, then a task number, and finally the in-reply-to header to see if it matches anything that already exists. Any thoughts as to why it isn't working consistently? I've attached a screenshot for reference.
If I look at the headers and take the In-Reply-To message id and search against the Email log table, it will find the message it was replying to.
- Labels:
-
Instance Configuration
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-27-2021 04:09 PM
I am also having this issue has anyone figured out a resolution?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-30-2023 10:19 PM
Understand this is an old thread but whilst attempting to find a similar answer I came across this KB0750129.
Which essentially says the user being impersonated by the inbound action needs to have access to the record being updated (even with a In-Reply_To header in the email response):
Taken from the linked KB article:
User 2 does not have privileges to access INC0100001. Therefore, even though the instance has an Incident record related to the same MessageID, it is not found during the inbound action execution. Then, the received email is classified as NEW, and a new incident is created.
