Receive type of Reply email set to new

PPPanchal · ‎09-14-2023

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:

It shows following Entry in log:

How to resolved this issue?

Thank in advanced!

Please mark correct/helpful if this helps you!
Thanks,
Pratiksha
✨ServiceNow Rising Start 2025

Peter Bodelier · ‎09-14-2023

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...

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

Dr Atul G- LNG · ‎09-15-2023

Hi @PPPanchal

Please have a look in to this document

https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/notification/re...

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