Inbound Email - SR Creation Process

Content

Hi,

When the customer respond the auto response / agent response mail, it picked the existing SR when customer has SR number in the email body like below.

{##SR0000004117##}

When customer removes the above line from the outgoing email, it creates the new SR. Is it expected functionality? Is there any way to overcome this?

Thanks,

Mohan

 

Version

18C