Email not being added to open ticket

[Dan Munns]

Hi all, 

I have a shared mailbox that seems to have stopped updating open requests with received emails. 

If I send an unsolicited email to the mailbox with the reference in the subject line the mail is not used to update the ticket, instead it just sits in the inbox. 

If I reply to a mail from the ticket, it still doesnt add the email to the request but this time it shows the ticket under 'related media' on the right hand side of the mailbox. 

I have had no reports of this happening on any other mailbox and I can see mails that were added to requests correctly yesterday with no issues. The target folders exist and the regex is valid.

Any ideas? 

[Deen]

@Dan Munns you might want to look at the following article for initial troubleshooting steps..