Inbound Email actions and email properties

[Ulf Cederholm]

We have configured our environment so we only have active new and reply inbound email actions. No active forward actions. We also set glide.email.forward_from_prefix = '' and glide.email.forward_subject_prefix = ''. Instead we moved all forward prefixes to the reply property glide.email.reply_subject_prefix.

Our intention is that any forward with a watermark will be classified as Reply, and put into the matching ticket, and all other forward will be classified as New, and a new ticket will be created.

However even though the email properties are now empty there are still emails that the system classifies as Forward. How is this possible, and what can we do fix this? Any ideas?

[Carl Fransen1]

Hi,

What we did for one of our customers was to include the fwd: (and all other forward email prefixes) into the Reply prefix properties.  Then instead of leaving the forward prefix property blank, set it to something invalid, such as 'lksdjlsjkf' - that way it will never be met.

This meant we avoided the issues with the forwarding rules, these forwarded emails were checked the same way as it did reply's - and if no match treated it like new, so problem solved.

Hope this helps...

Cheers

Carl.