Reply emails being processed as NewIssue An email was received by the instance with all the required properties to be considered a Reply. However, it was marked as New, and the Inbound actions for New were triggered instead of the actions for Reply. ReleaseAllCauseAn email was received with a subject containing the "RE" prefix, a valid active record, and a valid watermark. However, it was classified as New instead of being treated as a Reply. Eg of subject: RE: INC00011 updated This document provides a clear explanation of the email flow and how the instance determines the type of incoming email. In this specific case, the user who sent the reply email does not have access to the record mentioned in the subject line or the associated watermark. You can verify this issue by either: Impersonating the user and checking their access, or running the following background script: =========== var user_sys_id = "bcb398111bbc48103a19646fad4bcba4"; // sys-id of the uservar my_User = gs.getUserID();var g_sesh = GlideSession.get();g_sesh.impersonate(user_sys_id);gs.print("Impersonating "+gs.getUser().name);var user = gs.getSession().getUser();var grs = new GlideRecordSecure('incident');grs.addQuery('number','INC0162029'); // Number came in the Subjectgrs.query();if(grs.next()){gs.print("Short description. "+grs.short_description)}gs.print("QUERY COMPLETED");g_sesh.impersonate(my_User) ===========ResolutionAdd proper role to the user to view and write the record by setting/modifying an ACL