Hi,
I want to check if there's a way we can avoid creating duplicate tickets when replying to an email distribution that has an auto-incident creation config on the background? We primarily use Outlook for user responses, and recently we decided to set our support DG to auto-create incidents. We would love to keep talking to the users using Outlook, but we are forced to do comms within ServiceNow, as we only wanted to have a ticket created as a side process, and keep replying on Outlook concerns. Is that possible? Or it will require dev work?
Thanks!
