Reply token found in email errors
Hello,
We've setup a new ticketing portal in our TDX system and we noticed we're gettign Reply Token Found in the Email errors when we look at our log.
The ticketing portal we get the error on is our "Registration Tickets" portal.
Below is an example of the error we see:
| 471802677 | Error | Error encountered while attempting to process email. Platform Email Id: [AAkALgAAAAAAHYQDEapmEc2byACqAC-EWg0Azh2q_rWXSke0HFqvNvYKnAAAJqLtNwAA], Email Id: [f5c4d3637a974c5099d22e2d41c41270@jmoyle.com], Subject: [test ticket 2, requtstore reply 2]... Error: [Context: [PartId/BEId:[1003/370]]. Reply token found in the email [f5c4d3637a974c5099d22e2d41c41270@jmoyle.com], but monitor [1852] is a ticket creation monitor. This email will be moved to the unsuccessful folder.] |
Mon 10/14/24 12:15 PM |
Replies seem to work between the ticketing agent and the requestor, but we're concerned that maybe we didn't set something up correctly.
Thank you for any help you can provide.
-Jim
Answer (1)
Hello James,
That error just means that somehow you're getting replies coming into the email address that you are monitoring for ticket creations. Ideally, you should *not* be monitoring the same email address for both replies to tickets AND ticket creations.
Sincerely,
Mark Sayers
Sr Support Consultant, CS