Email did not update the existing ticket but creating a new ticket

Description:

User received an email from the NSD system and replied to the email. The email did not update the existing ticket but created a new ticket.

Symptoms

When an Incoming Email is received by NSD, the Subject line is parsed for keywords, to determine the action to be taken on the incoming Email. Hence, the subject line of the email must follow some rules for the incoming reply to be processed correctly and get associated to the correct ticket.

Solution

To ensure that an incoming email response for an open ticket gets linked to the open ticket and does not create a new ticket, the email must follow a few rules:
 

• The Subject line must start with "RE:" or "Re:" or "FW:" or "Fw:"
• It should contain the reference to the open ticket in the format Case#<ticket_number>
• Additional keywords other than "Case" that are supported are:
  SRQ, INC, PRB, CHG, TSK, SERVICE REQUEST, INCIDENT, PROBLEM, CHANGE REQUEST, TASK TICKET, TICKET
   
• Examples of subject lines that will work correctly:
  (a) RE: Case#300-1 – Internet not working
  (b) Re: INC#300-2 – Email not getting delivered
  (c) Fw: INCIDENT#300-3 – Cannot find the download
  (d) Re: SRQ#2051-1707 - Please provide support
   
  To be able to process an email reply in a language (supported by NSD) other than English, the translations for the above-mentioned keywords must be available in the Language Catalog.
  For example, the Portuguese equivalent for RE is RES. So if a user is replying in Portuguese language the subject line may contain the keyword RES (instead of RE). For the System to be able to process the email correctly the translation of English 'RE' to Portuguese 'RES' must be created under Language Catalog by the Service Desk Administrator
  
  Keywords: email; updating; existing ticket