How does the email function distinguish between incidents?

Discussion created by 7441852 on Apr 20, 2015
Latest reply on May 6, 2015 by 6845573

My boss setup a forwarding system so when an email is sent to our forwarding address it will be sent to the samanage address to generate an incident.

The confusion we ran into was an email containing "User commented on incident #" was in the history and the Subject contained the original Incident Title with RE: before the title.

After this email was sent to the samange address it appeared as a comment when we wanted it to create a new incident.

Could you explain how the Emails are distinguished between new Incidents and Comments.