A customer replied to an e-mail, but the new note was not added to the ticket.  Instead, the customer received a reply from LiveTime starting, 'To initiate a new request you need to login to our Service Desk...'  Please advise how we can avoid this.

Version 1

    Details

    A customer replied to an e-mail, but the new note was not added to the ticket.

    Instead, the customer received a reply from LiveTime starting, 'To initiate a new request you need to login to our Service Desk...'

    Please advise how we can avoid this.


    Resolution

    From version 6.1, the 'Create via Email' option under Setup > Email > Setup changed in that it also doesn't allow updates to incidents via email.

    If the requirement is for incidents to be updated via email, then the 'Create via Email' option, which has since been renamed to the 'Create/Update via Email' option, needs to be ticked.