Email is creating two incidents for the same issue

[SParker12]

Hello,

I've come across an issue where an incident that is generated from a specific email address, it will create two incidents (different numbers) with the same short description. I did create an inbound action to be auto-categorized whenever an incident is created from that specific email address but I'm not sure what is triggering the 2nd incident.

[Tony Chatfield1]

Hi, if you review the received email messages, they should have an 'Email log' related list at bottom of the form (if not you will need to add so it is visible).
The email log will show matching of your inbound actions against the received message and your logs will probably show 2 inbound actions that were not 'skipped' or 'did not create or update' when the message was processed.
These 2 matched/run actions resulted in 2 tasks being created, and you will need to update\correct the trigger conditions on one of these actions to stop the duplication.

If the issue is not duplicate inbound actions being triggered, then it sounds like you are either inserting twice during your inbound action script, or you have a BR that is causing a second task to be created.

[SParker12]

Thank you! I do see that it's processing the 'Create Incident' inbound action and the inbound action I created. How can I get the 'Create Incident' inbound action to not process when emails are sent from that specific email address? 

[Tony Chatfield1]

In the inbound actions 'condition' you can exclude a specific email address, buy checking that it does not exist

email.from.indexOf("theSendersEmailAddress") == -1

Accessing email object variables (servicenow.com)

JavaScript String indexOf() Method (w3schools.com)

You could also use the conditions filter to exclude messages from specific known users.