Automation is posting the comments on wrong Issue?

[Jayant Kakkar]

Hi,

I am facing a very strange issue. 

When my team members replying on the email. The comment is posting on different ticket rather than original ticket.

Example: I send a reply email with an email subject "ABC - 1234WXYZ". The ticket associated with this email is SF-36922 with subject ABC - 1234XYZ. As per the logic, it should post a comment on SF-36922. Whereas, the comment is being posted on SF-36723 which had subject as ABC - 1356WERT"

On the other hand, Automation is not creating any new tickets via email using automation that has email subject "ABC - 45678573". Instead if I send an email with this subject, it is posting the email body details as comment on SF-36922.

Please assist for the issue.

[Jack Brickey]

Hi @Jayant Kakkar , The subject of the email is critical when dealing with comments by email. If you have a different ticket in the subject than what you want commented on then you will experience the issue as mentioned.