We have started to use email commands.  I did significant testing and learning to make it function and got success.  As of three weeks ago, I could create, update and resolve cases via email commands.

I have just tried this again as we are using a vendor for handling some support calls.  Unfortunately the case update and resolving command emails are no longer processing, they are just going into the case as part of the email conversation.  So, I get the same result whether we send the email from my account or from the vendor.  Email addresses for both me and the vendor are registered as technicians in SD+.

So, I send an email with subject: ##requestid## @@SDP@@                [@@SDP@@ is our command trigger set in the email command tab under admin settings]

The body then contains the fields I want updated.  I know I am using valid field references, because if I create a new case via email, the fields are all populated as expected.

Any ideas please?

Thanks,
Lloyd