When using custom watermark prefixes, inbound email actions do not identify a valid watermark as a reply.

Steps to Reproduce

  1. Navigate to System Definition > Number maintenance.
  2. Create a custom watermark to change the watermark of an incident to MSGTEST:
    1. In the Prefix column, find and click MSG.
    2. Change the Prefix to MSGTEST.
    3. Click Update.
  3. Navigate to Incident > Create New.
  4. Fill in the required fields.
  5. Click Submit.
  6. Find a email sent with the new watermark (for example, MSGTEST00001).
    The information in Next steps after enabling email may be helpful.
  7. Create a new email in Outlook:
    • Subject: a new email with watermark
    • Content: adbdadf
    • Ref: MSGTEST00001
  8. Send the email back to the instance.
    Note that the replied email is classified as "new" and the watermark MSGTEST is not recognized. The replied email should be classified as a "reply" and should recognize the custom watermark. 


Add a new system property named glide.email.prior_watermark_prefix. Set the value to the new custom watermark.




Related Problem: PRB667700

Seen In

Eureka Patch 11 Hot Fix 2
Eureka Patch 13 Hot Fix 5
Fuji Patch 12 Hot Fix 1
Fuji Patch 13 Hot Fix 1
Geneva Patch 3
Geneva Patch 3 Hot Fix 2
Geneva Patch 4
Geneva Patch 5
Geneva Patch 6
Geneva Patch 7
Helsinki Patch 0 Hot Fix 1
Helsinki Patch 1
Helsinki Patch 1 Hot Fix 1
Helsinki Patch 2

Fixed In

Geneva Patch 8
Helsinki Patch 3

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2017-04-13 03:21:53