Hi all,

We're having some issues with the automatic processing of emails to our SDP OnDemand instance. In most cases, an email sent to the correct address with ##RequestID## in the subject line (where RequestID is a valid, existing number,) will be added to the correct request conversation.

However yesterday we noticed for the first time that some emails were instead creating new requests. Following extensive testing today, I have been unable to reliably recreate this issue. To be clear, the problem (creating new requests) has occurred but not for reasons I can identify.

Is there anyone out there that could explain in more detail than I can find online how the emails are being processed and what may be causing this to happen?

Thanks in advance,

Alan

Below is a screenshot of the requests. 2097 was created to test against. 2098 and 2101 were created by the error described.