First, I will summarize what I see in the mailbox:
Step 1 is configured to update the ticket only if it is not complete. The results from step 1 are stored in custom.update_result_a:
Step 2 is configured to update the ticket only if it was completed within the last week and if the email is not an Automatic Reply:
Step 3 is configured to create a new ticket only if it wasn’t updated from step 1 or step 2:
From what I can see, your logic for updating existing ticket is:
- If the ticket is not complete, update in Step 1 and continue with other steps.
- If the ticket was recently completed and is not an Automatic reply, update in Step 2 and continue with other steps.
- If the ticket was not updated in Step 1 or Step 2, create a new ticket in Step 3
- If nothing fired, stop in Step 4.
- Move the email to a new folder
- Stop
How are you intending to change this logic/behavior? What steps would you like to act differently?
Also, a quick note: I see that you used {{before_string email.body "*** Please enter replies above this line ***" flags="t"}} to extract the original part of the email. You can use {{email.body_stripped.visible}} to do that automatically (see docs here).