Hello together,
The linking of a customers' reply to an existing incident is working in general (Tracking_ID is used).
However, when the proccessor saves an incident again with status "customer action" another e-mail is send to customer (becaus of PPF-action). Unfortunately customer replies to the first send E-mail (from first save action) is no more linked to the incident but just to the newest send notification e-mail with text out of the solution manager.
Is there any customizing activity we can use to allow customer replies to any sol.man. e-mail with linking to the incident? Or is this process of linking to incident only available to newest e-mails, send from sol.man.?
If you need any further explanations please let me know.
Many thanks in advance!
Best
Lucas