How can I prevent a new SR from being created when a customer replies to an email notification that’s set up using Groovy scripts or object workflow?
For all outbound emails generated by your service application, the message ID is
automatically added at the end of the email in the format {##Messageid##}.
When someone replies to such an outbound email or forwards it, the application uses these
values to identify the parent SR.
But let’s suppose you've created a Groovy script or an object workflow to send an email
notification when an SR is resolved. And this notification doesn’t have the
{##Messageid##} or {##SrNumber##} tags at the end
of the message. So when your customer’s SR is resolved, they receive a notification
without the identifying tags. Now let’s say the issue recurs for the customer. Instead
of replying to an earlier mail thread, they might reply to this notification. Then the
application isn’t able to identify the original SR because it doesn't contain the tags
at the end of the notification. So the application considers it as a new SR. The same
issue occurs if someone forwards that notification back to the application.
To prevent the application from creating new SRs in such situations, you must do the
following. At the end of the message content of your outbound email notification, ensure
that you add either the message ID in the format {##MessageId##} or the
SR number in the format {##SrNumber##}.