Replies to SD requests via email is creating new requests and not adding comments

[Andre_Fourie]

Good day

I hope someone has faced this issue can perhaps assist me with resolving it for our company.

Currently we have a SD project setup for a client. We also have a dedicated support mailbox for this client. In the SD project we have linked this email to create an Email Request (not a portal issue type).

Then I also configured a "Create a new issue or add a comment to an existing issue" mail handler in SD with a catch email of the client's dedicated email above. Create users is false for the mail handler. (FYI, I have tried resolving the issue below with a "Add comments from non quoted email body" mail handler with a default reporter as well but to no avail)

With this current config, the issue we are facing is as follows:

- When a customer sends an email the request creates fine in SD

- When I reply on the received request from Outlook (not SD) using the dedicated client mailbox as sender and I keep the dedicated client mailbox in cc as well then my reply is created as a new Request in SD. If I remove the dedicated mailbox from cc then SD does not know that I have replied and therefore adds no comments to the Request in SD.

- If I reply using SD then SD automatically removes any cc's that were on that mail and ONLY replies to the original sender.

- After I have responded to the client (using Outlook or SD) and someone else other than the original sender responds from the client side (even though the email subject and key is the same as the original request), SD creates a new Request.

- Lastly, often Outlook automatically changes the subject of an email to start with "RE:". SD treats this as a new Request as well.

This is very frustrating when trying to manage multiple client with multiple issues. Is there a way to resolve this issue or a better way to manage it so that we don't end up with 10 different Requests in SD for the same issue?

Thanks in advance.