Inbound action classified as New even though it prefixed with RE:

[sudhriti]

Hi all

In my instance even though I an marked the subject line as RE: and added the prefix to email properties , it is being recognised as NEW and instead of updating the existing incident it creates a new one.

Is somebody else facing the same issue.Kindly provide some solutions.

[DrewW]

I have seen this when the incident number is also not in the subject.

[Mike Allen]

Do you have the type set to Reply?

[Community Alums]

Is the watermark still in the email?

Email Notifications - ServiceNow Wiki

[tony_barratt]

Hi Sudhriti,

Perhaps the RE: reply prefix has not taken effect?

Have you tested with re: to check it works with the deafult?

Inbound Email Actions - ServiceNow Wiki

3.1 Specifying Recognized Reply Prefixes

When no watermark or In-Reply-To email header is present, ServiceNow recognizes email containing a prefix from the glide.email.reply_subject_prefix property as reply email. Emails with these prefixes trigger inbound email actions of the type reply. Set this property if your email system uses non-standard reply prefixes.

Note: If changes to the prefixes do not take effect, you might have to have your instance restarted.

glide.email.reply_subject_prefix

Specifies the list of prefixes (comma-separated) in the subject line that identify an email reply. Type: string Default value: re:,aw:,r: Location: Add to the System Properties [sys_properties] table Note: Prefixes are case sensitive.

Best Regards

Tony