Examples of matching record numbers in the Subject line

The following examples illustrate how the instance matches record numbers in an email's subject line to an existing record when no watermark is present.

Table 1. Examples of matching record numbers in the Subject line
Subject line contents Matching results
RE: Example INC0005574 The instance recognizes this subject line as a reply and recognizes the INC prefix as belonging to the Incident table. The instance searches the Incident table for an existing record INC0005574. If this incident exists, the email is associated with this incident. If this incident record does not exist, the instance uses the inbound action for new emails to create an incident, and associates the new incident with the email.

RE: Example "INC0005574"

RE: Example *INC0005574

The instance recognizes this subject line as a reply but does recognizes the "INC prefix as belonging to the Incident table because of the quotation mark. The same error occurs for any character other than a space before the record number. The instance instead uses the inbound action for new emails to create an incident, and associates the new incident with the email.

RE: "Example INC0005574"

RE: Example INC0005574*

The instance recognizes this subject line as a reply and recognizes the INC prefix as belonging to the Incident table. The instance searches the Incident table for an existing record INC0005574", which it will not find because of the quotation mark. The same error occurs for any character other than a space at the end of the record number. The instance instead uses the inbound action for new emails to create an incident, and associates the new incident with the email.
RE: CHG0008593 and INC000576 The instance recognizes this subject line as a reply and recognizes one, but not both, of the number prefixes. There is no way to predict which prefix the instance will match first. Whichever prefix it matches, it searches the corresponding table for a matching record. If the record exists, the email is associated with the table. If the record does not exist, the instance uses the inbound action for new emails to create an incident and associates the new incident with the email.
Note: The instance does not support processing email with multiple numbers in the subject line because there is no way to predict which record the instance will match first. For this reason, the instance does not recommend creating notifications that include more than one $number variable.
FW: Example INC0005574 The instance recognizes this subject line as a forward because of the FW: prefix and uses the inbound action for forwarded emails to create an incident, and associates the new incident with the email.
Example INC0005574 The instance recognizes this subject as a new email because it does not contain a matching reply or forward prefix. It uses the inbound action for new emails to create an incident, and associates the new incident with the email.