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.

[karthikdoure]

Yes exactly. I have three inbound actions.

1. Forwarded mail without watermark that create a new create

2. Reply mail with watermark that updates an existing ticket

3. Forwarded mail with watermark which should update existing ticket which is not happening

[Linda Kendrick]

Putting 're:,aw:,r:,fw:,fwd:,RE:,Re:,Fwd:,FWD: ' in the Identify mail as a reply by these subject prefixes

http://wiki.servicenow.com/?title=Inbound_Email_Actions#Matching_Incoming_Email_to_an_Inbound_Action...

will handle the forwarded, and reply.

Look at the table in the community. Inbound email action type   = reply uses the Update Incident (BP).

If the email doesn't meet the conditions the a new incident is created.

Make changes on a sub-prod instance first . you will need to have the instance restarted for the properties to start. ' 're:,aw:,r:,fw:,fwd:,RE:,Re:,Fwd:,FWD: '

[karthikdoure]

Thanks a lot Linda. I will surely try it