How process inbound email type "NEW" as a "REPLY" to update existing record?

[Mantautas]

Hello Community,

I have use case where New incident is created by external Vendor sending us new email, and inbound action does the job.

However when our internal user Replies to this email - ServiceNow recognizes it as Type ="NEW", and does not update existing incident record with comments. OOB Inbound action "Update Incident" does not process this as Type is not Reply. The potential reason for that is while Subject line is the same, there is no watermarks from original email. 

What would be option to process this email as Type = "Reply", and update existing incident record ?

Thank you,
Mantautas.

[Mark Roethof]

Hi there,

I would have to try, though thinking out loud you could just add scripting to query for the existing incident and updating it, and then just stop the processing of the inbound action.

Or you could use an inbound flow, also quering the existing incident and updating it, and then updating the received email with the target table and target record, and perhaps even updating the type from new to reply?

Should only be a handful of minutes. Just thinking out loud.