Tickets not updating when customers reply to email with request number in the subject line

[Akin A]

Normally when customers reply to emails with the request reference in the subject line, this will automatically be added to the ticket to update it, however, we noticed this has stopped working. The email inbound rules have not changed. Has anyone experienced this before? 

[Deen]

@Akin A There may be a caching issue at play here after the recent restore of your inbound rules.  You can force a reload of the rules by either creating a new dummy rule and then deleting it, or simply editing and then saving a small change to an existing rule.

Adding, deleting or changing a rule should trigger it to reload.

[Steve Giller]

@Akin A Apologies for stating the obvious, but as a basic check, could you check the Rules are active using the on/off toggle?

[lee mcdermott]

@Akin A

not sure if you got this resolved.

 

but here is a link to the same issue I raised a couple of weeks ago.

Turns out after a previous update they had to apply a fix to our instance. Maybe a similar thing?

 

 

lee