Remedyforce uses the syntax (Ref:IN:########) to append updates to an existing record.
If a user removes the "(" and ")" from the reference in the body/subject, the expectation is that it will create a new ticket.
Subject: Broken thing
Body: The thing in ticket "Ref:IN:########" broke again.
The issue is that this does not create a new ticket as expected OR update the existing ticket. Instead it errors out.
As an admin testing the issue:
Body: Test Ref:IN:00082601
I receive an Email processing error notification email, stating:
The following error occurred in processing the email from ___@___.com
I reported this to BMC (Case 00749563) and, "got a response from the Remedyforce Development Team. They have confirm this is working per design.
There is a note on the official documentation regarding this:
Do not use the Ref:IN keyword in the subject or body of the email message with which you want to create an incident."