Prevent Inbound Email Action with same Subject and Created on less than 10 min

[sry]

Hi All,

                  We are creating Incidents when a server sends an automatic reply for Alerts, and it is creating an Incident each time it receives an email from the server. NEW requirement is that Servicenow should avoid creating a NEW incident if the coming Email has SAME subject as an already existed Incident   and the former one is created less than 10min ago. in other terms servicenow system should create a NEW incident if the comoing email has SAME subject as an   already existed Incident and created >10min ago.

My Initial   understanding is i have to query the Incident table and check for the SUMMARY which matches the coming Subject and match date on CREATED field with the current SYSTEM DATE and proceed either to avoid or create INCIDENT.

How to script these two conditions in Inbound Email Action?

thanks in advanced,

sry

[Desmo]

Hi sry,

This post has been very helpful.

Staying within the same subject, have you add any script that when a duplicate arrives within the given the threshold (i.e. less than 10 minutes), it logs a work note in the original incident that was created?

Thank you,

Charlie