I have an inbound email action that I want to update a task in ServiceNow. Instead of updating the task however, it is creating a new task.
Here is the email body being sent to my ServiceNow instance:
I would like to close this task. HRT0005632My understanding is that if ServiceNow detects a record number in the inbound email, it will update that specific record instead of creating a new one.
Here is the inbound action:
I can confirm that the gs.info message is showing up in the logs. The issue is that it is creating a new task instead of updating the existing task. Why is this happening?
Hi,
You don't have "stop processing" checked for this so it's going to process this inbound action AND then continue on and go for other processing.
Just mentioning this for extra information, as far as how it works for record association....here's a map to help break it down for you:
So the inbound action should be on the same table.
Please mark reply as Helpful/Correct, if applicable. Thanks!
