When I "reply" in Outlook, it is added to the activity

[sirou]

Hello everyone.

If you "reply" a received email in Outlook, an additional comment will be added to the activity of the incident being drafted.
Is it possible to stop this?The photo is an image of an open vote with additional comments.

I have this working in my incoming mail action.

[reshmapatil]

Hi @sirou ,

You can modify the inbound email action.

Regards,

Reshma

**Please mark my answer correct or helpful based on the impact**

[ServiceNow KT · Accepted solution]

Hi 

Inbound email actions trigger when an email is sent to ServiceNow basically a reply email

Search for the inbound email action name contains as Update Incident / Update Problem etc and try to update the below line of code 

current.work_notes = "reply from: " + email.origemail + "\n\n" + email.body_text;

current.work_notes = "";

Please review the solution provided and let me know if you are still facing any issues

Regards

ServiceNow KT

[sirou]

Thank you for your reply

Will this setting prevent all reply emails from entering "work_notes"?

[reshmapatil]

Hi @sirou ,

Yes, if we don't have any condition added in inbound email action.

Regards,

Reshma

**Please mark my answer correct or helpful based on the impact**