A new case from inbound email is not created if the email message is sent editing an old reply to a previous caseIssue Upon reception of a new case, the system has considered the inbound email as a reply to an existing case, whereas the subject was edited and was different.CauseThis is expected behaviour. The email subject is not the only factor for an email to be classified as new/reply. Analysis of the email header details (Message-ID, References, In-Reply-To) shows that the user sent the new email as a reply to an old email, but by stripping the body and subject. In this case, the watermark via the in-reply-to header plays a factor in considering this inbound email as a reply.ResolutionAlways advise users in need to create a new case not to reuse an old email, but always to create a new one. Related LinksEmails created by clicking Reply and editing are not treated as new because of persisting watermark Inbound email actions Omit an email notification watermark