Good afternoon
Usually, snc_internal users add comments to a ticket, by replying to the same ticket's email ID. But only for 1 snc_internal user, when he replies to the same email, his comments are not getting added on the ticket.
When I checked the Email logs, it shows as below error. Please help.
I told the user to reply to the same email, as it has unique watermark. Earlier, he was sending new email by separately copying the Incident number along with Re prefix subject, receipient and watermark. But I told, this will not work.
But when we tried with the same email, only once comment got added on the ticket and later, again we tried, but the last email came (screenshot). Please help
_____________________________
___________
Then later, the below email came.
I believe you are using the OOB Update Incident inbound action for this
Are you reprocessing the email received again within the instance?
Is that user able to write to that record? if yes then only it will add comments to that INC
If my response helped please mark it correct and close the thread so that it benefits future readers.
Hi Ankur.
Yes, we are using the Inbound action.
Screenshot is below:
