Exchange Connector doesn't add incoming mail to Action Log

Hi,
I'm using a Incident form customized with a class extension.
I already installed the fix SCSM2012_OD_KB2866545_AMD64_14.0.650.7.exe following the procedure.
When there is an incoming email where end user replies with key words as Closed or Resolved, anything occurs on incident as seeing new status or item in action log.
any idea ?
Grazie mille Alex

Solved with Microsoft Support.
below detail:
http://blogs.technet.com/b/servicemanager/archive/2014/02/25/manual-and-review-activities-applied-via-a-template-to-an-existing-work-item-are-created-without-prefix.aspx
Grazie mille Alex

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