Android will not acknowledge via email
Our organization has been using ArcSight for SIEM for quite some time now and have never had this issue. We recently rolled out Android cell phones and have run in to a problem. For some reason, when replying to an alert email via Android cell phones, the acknowledge does not go through. We can reply with an iPhone, and the alert gets acknowledged in the console. But, for some reason, it does not work with our Android 4.0.4 devices (Samsung Galaxy 3S). We used to have Blackberrys and never had this issue. But, when switching to the Androids, we're stuck. Any ideas? It would really help out our on-call guys who can't reply to alerts at night.
Check the message that gets sent back by the phone (reply to your e-mail as well as AS). If the notification ID in the reply message is getting wrapped or gets other data placed on the same line with it then you will encounter those issues. We ran into it several years back with a new version of outlook. It was trying to be helpful and collapsing the reply message, when it wrapped other data onto the line with the notification ID then acknowledgment would fail.