Issue with Email Responses from Requestor in HR Case Activity Stream

bartoszkulisz
Tera Contributor

‎03-24-2025 01:32 AM

Hey All,

 

We are experiencing an issue with email responses from requestors when they reply to a comment in an HR Case using their mailbox.

 

The problem is that, instead of their responses appearing within the HRC activity stream, a new INC is being created for IT Support, containing the requestor's response.

 

Do you have any idea why this is happening?

Where should we look for the issue and potential fix?

 

Thanks in advance for your help! 🙂

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Rob Sestito
Mega Sage

‎03-28-2025 09:57 AM

Hello,

You could start by checking on the email record that was received and see how it was marked by the system. Whether it was marked as New or a Reply. And then see which inbound action grabbed it (due to your post it sounds like the inbound action that grabbed the email was Create Incident).

 

From there you may be able to see why that is. Something in the system told it that the inbound email is deemed as New and to create the incident, rather than reply to the hr case record.

Also, the person replying to the comment email notification - do they have access to the hr case record? Are they the Opened By/Opened For/Subject Person? There could be a chance that if not, they do not have access to the HR Case record. And therefore, the inbound action that should grab the reply ignored it because the person does not have access to the record.

 

If you are to check on the inbound email first to see which inbound action grabbed it and how the incoming email was marked. Go to System Mailboxes and click on 'Received'. Find the email in question and see its details.

RobSestito_0-1743180543258.png

Once you locate the email in question, check out the following fields:

  • Receive Type
  • Target
  • Subject (did the sender change anything important for the system to recognize the email reply properly?)

RobSestito_1-1743180636851.png

Then look at the Email Log under Related Links:

  • Which inbound action says 'Processed' to create the new incident?
  • Then also notice the 'Stop processing' detection which probably happened

RobSestito_3-1743180841569.png

 

Another thing to check on - are the email properties/accounts different between HR and IT? 

What I mean by that is, did the person replying to the Comment email change who they were sending the reply to?

If HR and IT process different email addresses, and the user changed who they were replying to, that could trigger the inbound action to create an incident rather than replying to the HR Case comment.

 

So, there are a few things to check on for something like this. I would start with the email itself. Where it came from, did the sender change anything important within the email, or did they simply get the notification about a comment from an HR Case and click reply? If so, do they have access to the case record to be able to reply to it?

 

Check on these things and keep us posted!

Thank you,

-Rob

 

 

 

 

 



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