Inbound action type criteria An instance uses a set of criteria to decide what action to take based on the type of message that is sent to the instance. Figure 1. How an instance matches email to an inbound action type Table 1. Inbound action type criteria Inbound email action type Required matching criteria Name of default action (Incident table) Result of default action Forward The email contains the following conditions: A subject starting with a recognized forward prefix (even if a watermark or an In-Reply-To header is present). From <user email> appears anywhere in the email body. Create Incident (Forwarded) Create new record Reply The email contains one of the following conditions and the table specified in the email matches the table of the inbound action: A valid watermark that matches an existing record. An In-Reply-To email header (when no watermark is present) that matches an existing record. A subject line starting with a recognized reply prefix (when neither a watermark nor an In-Reply-To header is present) and a valid record number that matches an existing record. Update Incident (BP) Update existing record New The email does not meet the conditions for either a reply or forward type inbound email action Create Incident Create new record If more than one inbound action is available for a particular type, the instance uses the Table field to match the email to a particular table. If there is also more than one action for the inbound action's table, the instance uses the Order field to determine the order in which the actions run. Recognized reply prefixes Emails with certain prefixes trigger inbound email actions of the type reply. Recognized forward prefixesEmails with certain prefixes trigger inbound email actions of the type forward. Email forwards as repliesProperties are available to force inbound actions to process forwarded mail as replied mail.The matching of a sender email address to a userThe instance matches a senders email address to an active user in the User [sys_user] table using inbound actions.The matching of incoming email to an inbound action typeThe instance uses the following logic to match an email to a specific inbound action type.Incoming email matchingBy default, the instance searches email for a watermark to match the incoming email to an existing record in the system.Examples of matching watermarks in the Subject line or BodyThe following examples illustrate how the instance matches watermarks in an email's subject line or body.Examples of matching record numbers in the Subject lineThe following examples illustrate how the instance matches record numbers in an email's subject line to an existing record when no watermark is present.