Hi Tom, I met the same issue during my work. May I ask if you get any solution to this problem? Can we say that we would not be able to mark a email as "Reply" if the keywords condition is not satisfied, even we have the ticket number in the subject ...
Thank you for sharing this Sunil.Does it imply there are some ServiceNow core automation in the Request Cancelled that changes the requested item's state? Is this request cancelled stage used for REQ or RITM? Regards,Mason
