Idea ID: 2749637

Smart Email error processing emails does not contain the information to identify the problem email

Status : Accepted
over 1 year ago

We have smart email function where incoming emails or reply to emails are used to update existing open SD tickets. However, in some cases, the email processing fails and the end-user receives an email from the SM system notifying them that the email was not processed. However, the email that is sent to the customer does not contain any information about the originating email. So there is no SD number or any information within the error email like the subject line of the email to make it easier for the user to identify the email which caused the error. 

This is not user-friendly especially if the end-user has just used the smart email function to reply to a number of emails and does not know which one errored out.