Inbound email Action

[KandulaGeet]

Hi, 

I have a issue where the duplicate incidents are created for particular DL and group is "Internal L3", so these duplicate incidents are occurring on two scenarios
One scenario is If someone is replying to the incident who is not part of that email chain and don't have access to the incident table  in this case duplicate incident is getting created!
My question is - Is this the expected behavior?  if the person does not have access to incident why is it creating the new duplicate incident?

Duplicate incident means Incident numbers are different.

Second scenario is our inbound email action is not having the watermark. How can I add the watermark?

This issue is occurring from June, previously we don't have this issue. 

please provide the solution to these two scenarios. I appreciate if someone responds to help me out.

Thanks In Advance,
Geethika kandula.

[Hemanth M1]

Hi @KandulaGeet 

1)One scenario is If someone is replying to the incident who is not part of that email chain and don't have access to the incident table  in this case duplicate incident is getting created!
My question is - Is this the expected behavior?  if the person does not have access to incident why is it creating the new duplicate incident?

Check the inbound email logs to see which inbound is executing, When an emaill comes and if no user found it would run as guest User and creates incident 

2)Second scenario is our inbound email action is not having the watermark. How can I add the watermark?

You can't really have a water mark if its a new email send to serviceNow, if its already sent from ServiceNow and someoone reply (you can add watermark for this notification which was sent, Go to notifications>make sure Omit Watermark is not checked)