Reply emails being classified as new even with an In-Reply-To header that matches a previous email

[David P2]

Hi All,

We have cases where there is no watermark or task number in the email body or subject, but it is a reply to an existing email/incident/request. For some reason, even with the In-Reply-To header that matches a Message-ID, it is being classified as New instead of a reply. It works some times, but then other times it will not work. My understanding is that the email first checks for a watermark, then a task number, and finally the in-reply-to header to see if it matches anything that already exists. Any thoughts as to why it isn't working consistently? I've attached a screenshot for reference.

If I look at the headers and take the In-Reply-To message id and search against the Email log table, it will find the message it was replying to.

[scott barnard1]

If you go to email properties in the system properties menu

There is a section called Inbound Mail configuration

in the property glide.email.reply_subject_prefix what do you have?

Do you have RE: in there?

Next have a look at the mails that were processed as New and see if you have an inbound action that is triggering for them

Regards

[David P2]

Thanks Scott.

I checked the system property. It had re: but not RE: so I added it. Although, the ServiceNow documentation says that the values are case insensitive.

I do have an inbound action that are handling the new incoming emails. The reply emails are being classified as new and generating duplicate incidents on the reply to the email.

[Chris Yang1]

I'm having the same issue, did you ever figure this out?

[Simran321]

I am having the same issue. Did you find the solution?