Hi Michael,

For it to match the email based on the CHG number in the subject, it does look like it is missing the watermark for some reason.

There are 2 aspects I would look at here:

- Is there an issue with the watermark?

- Is there an issue with the detection of the watermark?

A couple of questions to help identify the reason:

1. If you create a plain email and put the watermark in the body and send it to the instance does it detect the watermark?

2. Is this a new/recently changed notification or approval email request?

3. If you search in the watermark table are you able to find the watermark?

Also if all else fails you could raise a HI support ticket for this and I'd be happy to take a look directly

Cheers

Sam