Inbound action type "reply" to always create a new record

[Nitesh Balusu]

Hello!

We have CALL records that get created from emails, I need new call records to be created for all types of emails, new, forward and reply. 

New and forward seem to work fine, but a reply is always updating the existing record. Is there a workaround for this?

Thanks!

[Jags5 · Accepted solution]

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/notification/referenc...

Go to the Inbound Actions, find the action that is getting triggered and examine the Actions tab after navigating inside.

Instead of current.update , try current.insert.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Nitesh Balusu]

In the actions tab, I just wrote a script to do current.initialize() and current.insert() and it worked.

[Brad Bowman]

Modify or inactivate the inbound action that is looking for that keyword and updating.

[Nitesh Balusu]

it's just a regular reply type inbound action, it is not looking for any specific keyword. It's automatically updating a previous record that was either inserted using the new inbound action or the forward inbound action.