Duplicate tickets being created

[karthikdoure]

1. Whenever ServiceNow gets a forward email with two watermarks, it is creating a duplicate ticket.

2. Whenever ServiceNow gets a reply email with two watermarks, it doesn't create a duplicate ticket and the email is added to existing ticket's additional comments.

I want Forward email also to work as reply email i.e., no duplicates must be created when a forward email is sent to ServiceNow with two watermarks.

Please help me.

[Pradeep Sharma]

Hi Karthik,

You may find the below threads helpful.

Filter RE:/FWD: Emails To Add As Comment or Create Incident.

duplicate tickets due to replying to the initial inbound email

[Linda Kendrick]

had the same thing happen and this is what we did.

Email Properties > Email

Look at

3.1 Specifying Recognized Reply Prefixes

http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions#Overview&gsc.tab=0

Note: If changes to the prefixes do not take effect, you might have to have your instance restarted.

We had to have our instance restarted as changing this property still created duplicates. Once restarted all was good.

Make sure the Inbound Email Actions > Create Incident (Forwarded) is not active.

hope this helps. been there.

[karthikdoure]

But I have another inbound email action that handles forward emails without watermark that creates a new ticket.

[Linda Kendrick]

Is that Inbound Email Actions > Create Incident (Forwarded)?