Hi All,
We need to update the work notes of an incident send from a third party through email. Although this works with inbound action if the subject line contains RE: Incident Number but in our case a case number is added before the subject when email is replied from the third party. ex: AB123 INC0001526 - Test.
Due to this system considers the incoming email as a new email which gets ignored as per the existing inbound scripts instead of updating the existing Incident.
Is there a way to update the existing incident without having to change the subject.
Note: The email body received from third party does not contain Message ID or watermark.
