Inbound action processing The system determines which inbound actions to run by comparing the inbound action type and conditions of the inbound action to the incoming email message. The system follows this processing flow to determine whether to run an inbound action. Figure 1. Inbound action processing work flow The system only runs an inbound action when: The incoming email type matches the inbound action Type. If present, the watermark or record number refers to a record in the Target table. The inbound action Conditions evaluates to true. If any of these criteria are not met, the system skips the current inbound action and evaluates the next active inbound action. The system processes inbound actions from the lowest to highest Order value. If the inbound action has Stop processing enabled, then the system updates the State of the email record to Processed after running the inbound action Script. The following video shows how an inbound action condition prevents an incident from being created. Troubleshooting when inbound email isn't processed 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.Matching 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.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.