Hi Team,
I have a scheduled report of list of open incidents (Excel) for an external team to perform updates on servers baased on the incident. Once they update the servers, they make the state to Resolved and add Resolution notes and send the excel file back to ServiceNow.
I have created an inbound action to accept the email and attach the file to the data source which has transform maps and other logic.
Issue here is, when user is reply back to the email which is sent by the ServiceNow, system is updating the file to the same schedule report record. Maybe its checking the watermark i.e. Ref:MSG12097105 in the email and updating the same record from which the email is triggered.
How can I prevent this happening and ensure my inbound email action is executed?
