React to email reopens the case

[preethigovi]

Hi Team,

Whenever resolution email is send for HR case and the user reacts to it in outlook 👍, its again reopening the case. How we can avoid this action.

[Ankur Bawiskar]

@preethigovi 

how it's reopening?

check there must be some inbound email action on HR case table or inbound flow to re-open

If my response helped please mark it correct and close the thread so that it benefits future readers.

[preethigovi]

There is inbound action to reopen, but this reaction is newly considered as reply from outlook.

There is no logic to handle reactions in inbound

[Ankur Bawiskar]

@preethigovi 

sorry I didn't get what you mean by reactions?

if user is replying via outlook to the email they received, inbound action will trigger and reopen

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Snow62]

Hi @Ankur Bawiskar ,
I am facing a similar issue; The issue is now in outlook we can react on emails. now due to this ServiceNow processing this reaction on email as a reply to the case/RITM and since we have an inbound email action, the action puts the case/RITM in active state as it satisfies the condition. We need to restrict this re-opening of case/RITM if user has just reacted to emails. (Reacted here means- any emoji like thumbs up. heart) I hope you got my point.