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SR is getting created when replying to the notification from object work flow

in Fusion Service 3 comments

Summary:

Refered the guidelines provided in the document below, but its not working. Still a new SR is being created when any of the contacts under that SR reply to the notification.

How can I prevent a new SR from being created when a customer replies to an email notification that’s set up using groovy scripts or object workflow?

Content (please ensure you mask any confidential information):

- I am facing the same issue as described in this document-

How can I prevent a new SR from being created when a customer replies to an email notification that’s set up using groovy scripts or object workflow?

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