Email with same watermark getting treated as New Email

[gazalagrawa]

I am sending a reply email to instance (without any RE or FW) but having same watermark (ref tag) of the email. It is working fine in one instance where the email is considered as reply and got attached to existing record while in another instance it is considered as new.

Is there some property? How can I fix this?

[gazalagrawa]

The subject line or email body contains a recognized watermark such as Ref:MSG0000008.

This condition is getting matched. Body contains recognized watermark

[Nilesh Pol]

@gazalagrawa 

Body contains recognized watermark; it means the watermark parser is successfully finding the tag and identifying the target record. You can verify the both instance property : "glide.email.watermark.parse_restrictive"

[Nilesh Pol]

Body contains recognized watermark; it means the watermark parser is successfully finding the tag and identifying the target record. You can verify the both instance property : "glide.email.watermark.parse_restrictive"

[gazalagrawa]

The property is true

[Nilesh Pol]

@gazalagrawa if property is true in both the instance then Open the record for the Email Watermark [sys_watermark] table and Check the Prefix field.

If the email you sent contains Ref:MSG... but your failing instance is configured to use a custom prefix like Ref:DEV..., it will completely ignore MSG and default the email classification to New.