JSD email issues

[Geoff Sargent]

We have just started using JSD for customer suppor for external orgnisations and have some weird experiences with email and incident creation.

The install is fairly vanilla at present, with almost no customisation on the basic setup.

We have a MS eschange/365/outlook mailbox that is linked to JSD and JSD polls this happily and reads the emails.

If i create a random valid email in the customer list and send an email into the mailbox, JSD will read the email, create an incident and issue an acknowledgement, that the sender gets- So all good!

I then have this one customer that we have created in the system, they use ServiceNow to create incidents at their end and send emails to our mailbox, JSD reads the email, but no incident gets created.

The crazy thing then is I have on a couple of occassions marked the email as unread, JSD has then read the email again and created an incident. However, if i then work on that incident and reply to the customer they dont get the email.

We are hosting JSD on our server and it is V4.2.1

Before i get myself commited, does anyon have any good ideas as to where i need to look or settings to change?

Thanks.