Duplicate record issue in email to ticket conversations on reply to original mail

SapphireIMS uses the Message-ID field as unique identifier in the email headers. Then it checks the Reference-ID header field. References will be used to check if the mail is reply to an already existing record, it checks each of the IDs in the reference field to match with original mail.

If it doesn’t match the above condition, it checks the message subject for the record to see if it matches an existing record. Otherwise it create new record instead of tagging to that record.

Prerequisites for conversion of mail to record include - the sender email address should be mapped to a user in the system, the user should have submitter role allocated in the project for which the email to record is configured