Currently, by default, when a user is not responding to an email notification from Solarwinds (Samanage), but sending a separate email to the dedicated mailbox, the system checks if the subject contains the incident number (Incident #VALUE), then checks if the mail header is SIMILAR to an existing incident. If neither of these conditions is met, a new incident should result. We cannot change this configuration. The second check (if the mail header is SIMILAR to an existing incident) creates a lot of issues for us and our users.
A comment is added to a random existing (even closed) incident with a similar name when a user:
A. Forwards an email with a subject starting from "FW:" to the dedicated mailbox
B. Forwards an email to the dedicated mailbox in the mail subject, after he removes "FW:" manually from the subject
C. Replies to an email with a subject starting from "RE:" but then manually adds the dedicated mailbox as a recipient
D. Replies to an email to the dedicated mailbox in the mail subject, after he removes "RE:" manually from the subject and adds the dedicated mailbox as a recipient
The similarity of the name is determined widely. For example the words "ICA" or "ZBA" in the email subject are already considered as similar to existing tickets, so the mails are added to old tickets even if the reported actual issue is completely different.
The only possibility to avoid this is is to create a completely new mail, then complete it with information. Then a new ticket is created correctly.
We would like to be able to disable the second check (if the mail header is SIMILAR to an existing incident). We get complaints from users that tickets are not received or not follow up properly because of this
