hi Jon n CHun li
Thanks for your input.
The following format we are using to create an incident
%CATEGORY=Category name
%GROUP= Group Name
%DESCRIPTION= Information
To clear you guys more, im able to create the ticket from multiple email adresses (gmail, hotmail , office 365 etc...)But not from the customer email addresses .However customer is also using office 365. When the customer raise the ticket from email using same format they got notifcation email of failure "AHD58009:Could not create Incident. Reason: INVALID - AHD03123:Required attribute Request Area is missing"".. we are sure about the request areas which is correct and active and can use to open a ticket via gui. But from Email its not working (only with the customer email addresses)...
We already make sure email addresses are correct in sdm contacts which they r using to create the ticket.
apart from it, customer receives all tickets notification swiftly on their email.
same error can be seen in logs also. I witnessed from the customer email addresses that they are using correct format.