Duplicate RITMS created from Inbound Emai action for offboarding requests

bhargavi143
Tera Contributor

‎06-18-2025 11:22 AM

Hi all ,
In my organization, we are using an Inbound email action to automatically create offboarding requests when we receive emails from the AD team.
The issue we are facing is:
When we receive bulk emails (multiple emails at the same time), the system creates a single request but generates duplicate RITMs under that request. Additionally, these duplicate RITMs are missing updated values for the following fileds:
short description
opened by
created by

These fields are not getting populated as per the logic defined in the Inbound email action. This issue was happened only whenever we received bulk emails.

Can you please help me how to prevent duplicate RITMs creation.
Thanks in advance!

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larralapid
Kilo Guru

‎06-18-2025 12:17 PM

Duplicate RITMs from an inbound email action usually happen due to the email triggering the action multiple times or the script logic not checking for existing records. Here’s how to prevent it:

 

 

 

✅ 1.

Check if the RITM already exists

 

 

Add a check in your Inbound Email Action script to avoid creating duplicates:

var existing = new GlideRecord('sc_req_item');
existing.addQuery('short_description', email.subject); // or use a custom identifier
existing.query();
if (!existing.next()) {
  // create RITM here
}

Use a unique key like requestor + item + date or a custom email keyword to avoid collisions.

 

 

 

✅ 2.

Use an Email Filter (Pre-processing rule)

 

 

If the same email gets processed multiple times, use Inbound Email Filters (System Mailboxes > Inbound > Inbound Email Filters) to:

 

  • Check sender

  • Check subject/body content

  • Block duplicates before they hit the Inbound Email Action

 

 

 

 

✅ 3.

Idempotent Email Header

 

 

If you’re sending emails from a system like Outlook or another HR platform, include a custom header or token in the email and log it. Use that to detect duplicates before creating the RITM.

 

 

 

✅ 4.

Throttle via Scheduled Script

 

 

If emails are sent in bursts, a business rule or scheduled job could queue RITMs based on a staging table to de-dupe entries before RITM creation.

 

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