How to Prevent creating duplicate incidents for the outlook email replies

[Asanthoshini]

Hi Team,

I have a requirement where Inbound action will process the received email and creates the new incident.

Note: Received email contains multiple recipient's. User1, User2, User3, User4....

1. User1 sends an email to ServiceNow instance by keeping the remaining users in the loop, it will create incident1 record.

2. User2 replies to the email thread from the outlook, with the same subject with RE: as a prefix, SNow is considering as a new email and creates incident2 and so on..

Can we have any option to update the incident1 for the email thread replies?

Please assist, and thanks!!

[Mark Manders]

Please share your inbound email script you are using for the reply. And if ServiceNow (I assume SNow is a major typo, since that is a complete different software company) sees your 'RE:' as 'new', you need to check your email settings, because OOB this is seen as a reply, not a new email.

[ChiranjeeviR]

Hi @Asanthoshini ,

prevent duplicate incident creation

1. Open the inbound email actions that create new records, such as 'Create new incident'
2. Add a run filter condition for: 'Headers' 'Does not contain' 'In-Reply-To:'

Thanks and Regards,

Chiranjeevi

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