Receive type of Reply email set to new

PPPanchal
Mega Sage

‎09-14-2023 03:28 AM

Hello,

The inbound action 'Reopen incident' does not work when I add the RE: prefix to the subject and reprocess it. It doesn't work. Receive type not set to Reply is set to new while reprocessing email.

Inbound action:

Pratiksha_PP_2-1694686975847.png

 

It shows following Entry in log:

Pratiksha_PP_1-1694686870244.png

 

How to resolved this issue?

Thank in advanced!

 

 

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Thanks,
Pratiksha
✨ServiceNow Rising Start 2025
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2 REPLIES 2

Peter Bodelier
Giga Sage

‎09-14-2023 03:33 AM

Hi @PPPanchal 

 

Changing the subject is not the trigger to set the type to Reply. It mainly is the in-reply-to header.

 

Check this article

Why are Inbound emails with in-reply-to headers classified as NEW? - Support and Troubleshooting (se...


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