Hi jagjeet,
Assuming subject is stored in short description of incident.
in your inbound action, check like this. This way, if short description exists already for any incident, then it will update the same incident. otherwise, it will create any new incident.
var gr = new GlideRecord("incident");
gr.addQuery("short_description",email.subject.toString());
gr.query();
if(gr.next()) {
gr.work_notes=email.body_text;
gr.update();
}else {
current.short_description = email.subject;
current.description=email.body_text;
//add other fields here.
}
Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.
Regards,
Asif
2020 ServiceNow Community MVP
