I have a requirement that if any user sends an email to servicenow in csm it should create a case. If someother team member also reply/forward the same email to servicenow, it should again create a new case. when first time email comes it create a case, next time someone else reply to same email it is updating the same case instead of creating new. ALthough that email don't contain any watermark or case number in subject/body.
getting below entry in email logs
Received id=<CH2PR05MB7077105434B6DBE4DDA69C12E4102@CH2PR05MB7077.xxxxx.prod.outlook.com> Classified as reply to 'CS0001774' found via In-Reply-To header
