How to prevent users from replying to Incident emails that creates another Incident?

[AB06]

Hi Team,

When a user replies to an email regarding an incident, it creates a new incident. We found this happens because the user replies to all, which includs the Service Desk email. How do we prevent users from accidentally replying to the Service Desk and creating new tickets?

Thank you.

[Eshwar Reddy]

Hi @AB06 

The first step is to identify the inbound action that is causing the incident and then modify that action accordingly.

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Thanks 
Eshwar