E-mail Redirection Causing Comment Routing to Break

I've recently moved a support group from one Service Desk project to another. The switch over was facilitated by adding a "redirect" rule to Microsoft Exchange, moving the traffic over to the new inbox.

I've noticed, since the migration, that customer reply e-mails that do not have the issue key in their subject lines are no longer properly routed to the ticket as comments. Instead, these reply e-mails are creating new tickets.

Any thoughts on why this might be happening, and what I could do to correct or workaround the problem?

1 answer

1 accepted

I found that the "message-id" metadata field is changed by the Exchange 'redirect' rule, without updating the "references" or "in-reply-to" fields.

The workaround is to enable redirection at the server level in Microsoft Exchange. This preserves the message ID.

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