Currently there are a few configuration parameters (i.e. SRQ_REQUESTER_REPLY_STATUS) that set the status of a ticket to a value of your choosing when an email response is received. This however conflicts with a ticket that is using a Process Flow. If an email response sets a pending ticket to Active. The process flow still thinks it is pending and is not aware, therefore breaking the process flow.
I would suggest adding a function in the process flow where you can enable email replies on the flow to set the status of a ticket.
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Andrew Raia
Business Applications Manager
Moran Towing
New Canaan
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