I have updated the mapping, still nothing. The bit I don't understand is how the system knows which Incident to update? or if it is a new Incident.
I have a feeling I have mis understood how this works and what it should actually do!
The Mail that should be used to Update an Incident must contain your Update Keyword and the correspondig Incident ID.
If there is no ID and Update Keyword it will automatically open a new incident for the configured Process. In my screenshot it is the "Full Incident" Process.
The Inbound Mail configuration can connect to your mailbox?
Thanks for your help, it turns out the service wasn;t running on our hosted server!! so the setup was right just no services running. Thanks for your help with the mapping.
Ok this one is odd. I had inbound amil working for new and updating Incidents, I changed the keyword to RE: worke fine.
now can still log by mail but get an error when updating of;
The process Process-name is not in a valid state to carry out the action. Or the process Process-Name does not support the Action RE:.
Within your process you have to make the add note and add attechment actions as optional actions available in the status where you want to use inbound mail.