Users of type Contact must have a Primary Group set using the Administration component before they can log incidents or other processes.
If you use symbols in your subject line, make sure that the syntax is the same: that is, if you put a space before a colon in your keyword settings, then a space must appear before the colon on the incoming e-mail message. If the syntax is different, then a new Process would be logged rather than an existing Process being updated.
If you set the 'Update' Keyword to Update:, then an e-mail with the subject line Update: 33 will update the mapped process with the ID 33.
If you set the 'Status' Keyword to Status:, then an e-mail with the subject line Status: 33 will return to the user a status report for the process with the ID 33, provided the inbound email is from the Raise User. An e-mail with the subject line Status: (not specifying an ID) will return to the user a status report for all processes where they are the Raise User. The status report is set from the Reports branch of the E-mail Setup tree. Set this to AutoEmailReport.rpt.