From the book:
An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions:
- Email reply: sending an email back to the source that triggered the action
- By default, if an email has no identifiable watermark, an inbound email action creates a new incident from the message.
- If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script
By default, if an email has no identifiable watermark, an inbound email action creates a new incident from the message.
If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.
...ITSM Implementation (Tokyo) ebook p264
B is correct. If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.
By default, if an email has no identifiable watermark, an inbound email action attempts to create an incident from the message. If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.
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