ServiceNow created 2 records via inbound actions with same record number but different sys_ids

[Community Alums]

I created a inbound actions which should create new record in ServiceNow based on certain conditions. The " When to Run " type is selected as "None". So use case is like if someone sends a reply/fwd email as well to SN , then also it should create new record.

Issue is when I'm sending a new email,  its working fine. But If I'm sending reply on the same email its creating new record with different sys_id however the record number remains the same. So as per my customizations it should create new record always (If Record number i not mentioned in email subject line) with unique record number.

To be noted there is a time gap between both the emails received in SNOW.

Example : For both cases CASE000xxxx11 is created with 2 different sys_ids.

Need inputs if there is gap at my end or need to take help of ServiceNow.

[Mike_R]

Hmm. Okay, I would suggest opening a case with SN for them to help debug your original script. Since it's odd that it's creating a duplicate incident with the same number.

[Community Alums]

Yes, did the same. Thanks.