Inbound Emails For SR : While Replying To Trail Mail It Is Creating New SR (Doc ID 2698879.1)

Last updated on JUNE 02, 2023

Applies to:

Symptoms

The user is sending an inbound email is working successfully for creating a new service request.
The acknowledge email is received and is containing the tag that points to the servcie request that goT created
e.g. {##SR300000xxxxxxx##}

Whenever the users are replying to this email that has this tag the system is using the tag to link the response to the existent SR.
But if there is no tag in the email conversation when replying the system will not be able to link this response to an existent SR so this is creating the issue.

Cause

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