hi,

my scenario is SCSM 2012 R2 + EC 3.1.

I'm able to open new ticket by email, no way to update them both using or not using keywords.

I've no extended incident class.

Operation Managers log reports:

Log Name:      Operations Manager

Source:        Exchange Connector

Date:          28/08/2015 13:20:38

Event ID:      0

Task Category: None

Level:         Information

Keywords:      Classic

User:          N/A

Computer:      ITMIJESC05.mapei.group

Description:

Exchange Connector: Unable to process mail item. Subject="R: New Ticket has been opened for your request: [IR2113] - problema computer.", Error Message=The key value of an object cannot be changed.

I knew similar issue existed with 3.0.

I cannot downgrade EC.

thanks a lot in advance,

Which Incident template you configured for updates in the Exchange Connector?

hi Andreas,

sorry for my delayed reply. I solved my issue.

I found out it depended on specific activity which appeared without prefix.

To be more clear, it appeared as 2134 instead of RB2134.

As soon as I correct it at XML layer, everything worked fine.