Incoming Email Processing - Logic Changes

We have removed the email matching method of matching based on if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email as, following the implementation of our updated ‘in reply to’ logic in 2024.1 (where we look at both if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email AND if the AssociatedBecauseOf or AssociatedBecauseofPlus email address is still in the recipient fields (i.e. To or CC) of the incoming email), this method was leading to incorrect matches.

We have also enabled our customers to switch off matching by work item reference in email subject or body as this was leading to incorrect matches and potential breaches of data under certain specific circumstances. Customers are now able to remove this method of matching via the new ‘Match by reference in email subject or email body’ setting which can be found in the System settings section of Builder.

This means that email matching now follows this process:

1. In Reply To’ Logic

The system will first try to find a match using the following logic:

• If the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email AND

• if the AssociatedBecauseOf or AssociatedBecauseofPlus email addresses are still in the recipient fields (i.e. To or CC) of the incoming email

2. Plus Addressing

If no match is found using the above logic, the system will then see if Plus Addressing has been configured in your system and if it has, the system will try and find a match using plus addressing.

3. Unique identifier in email body

If no match can be found using Plus Addressing, the system will then try and find a match based on if it can find a unique identifier in email message body. If the incoming email has been sent as a response to an email which was sent out from Enate, it will likely contain a unique identifier tag as part of the email body text.

4. Work item reference in email subject or body

If no match can be found using this unique identifier and your system has been set up to allow matching based on work item reference in email subject or body, the system will try this final matching method. Otherwise, the system will try and create a work item for the email based on email routing rules.