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.

[sudhriti]

Thnaks for the update. The issue I found out now is when the incident is created at the Vendor instance and parsed at my dev instance the update is working fine but for the vice versa its creating a new incident. Any clue why this is happening?

[tony_barratt]

Hi Sudhriti,

Seems like you solved the "Inbound action classified as New even though it prefixed with RE:" issue. Excellent!

I am not quite clear on what the new issue is - consider creating a new thread with just a bit more info?

Best Regards

Tony

[sudhriti]

Hi Tony

The issue is that when I am creating an incident at the vendor instance and using inbound action replicating the incident at the dev instance,and further trying to update it at my dev instance and in order to keep a sync between the 2 incidents trying to update at the vendor instance its going fine.

However , when the incident is created at my dev instance and replicating the same at the vendor instance , and further trying the same procedure from the dev instance....its classified as NEW.Using the same inbound action and same notification

Please refer to the below images.Its happening for the same inbound action and same notification.

[tony_barratt]

Hi Sudriti,

My guess is checking the conditions mentioned in the 4 diamonds on the right will help diagnose the issue.

Best Regards

Tony

Inbound Email Actions - ServiceNow Wiki

3 Matching Incoming Email to an Inbound Action Type

ServiceNow uses the following logic to match an email to a specific inbound action type.

[tony_barratt]

Hi Sudhriti,

Is your question answered? If not, can you update with further questions.

If yes consider marking the question as answered, and marking replies as helpful as appropriate.

Best Regards

Tony