Inbound Email logic for CSM workspace

[RayW]

Hi,

I am building an inbound email logic for CSM workspace. This is the workflow:

1. When a customer email to common mailbox, it will be directed as a new case in ServiceNow for agents to handle.

2. When agents resolves and closes the case, it cannot be opened again.

3. If the same customer emails in after the case has been closed, a new case will be created.

The issue that I am currently facing now is at Step 3 where the new email sent by the customer was added to the closed case instead of creating a new case. 

Can I seek some advice on the gap that I am facing right now?

[Dr Atul G- LNG]

Hi @RayW 

3. If the same customer emails in after the case has been closed, a new case will be created.

If a user using same email for reply,. then it will not create new case. 

If user send a new email , with details, it will create the new case. Please check do you have 2 inbound one for create and one for update.

See OOTB 

[RayW]

Hi @Dr Atul G- LNG ,

Thanks for your response, I am able to understand the OOTB process flow.

In this case, if we are looking at 'If a user using same email for reply, system will create a new case', can I check what will be workaround for this logic?

Kind Regards,

Ray