Issue with Creating Multiple Records from Emails in Case & Incident
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02-04-2025 06:30 AM
Hi ,
Greetings!!
We have a scenario where a client sends three different emails, and these emails are configured to create records in Case and Incident tables.
However, we are facing an issue:
- The system processes only one email and creates a record in one table (either Case or Incident).
- The remaining two emails do not create records
We need to ensure that all three emails create separate records in their respective tables. However, since the Message-ID is the same for all three, the system is ignoring the other two emails.Question:
- How can we allow all three emails to create separate records in Case and Incident tables, even if they have the same Message-ID?
- Is there a way to override Message-ID handling or configure ServiceNow to process all emails as separate requests?
- Any best practices for handling multiple email records in Case and Incident modules?
Thanks in advance for your help! 😊
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02-04-2025 06:39 AM
are they replying to email or sending fresh email?
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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02-04-2025 06:50 AM
Hi @Ankur Bawiskar ,
Thanks for the response .
They are sending a fresh email to generate a new records
Regards,
Anu
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02-04-2025 06:55 AM
inbound email action is configured on which table?
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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02-04-2025 07:00 AM
@Ankur Bawiskar
Inbound email actions configured for all three emails for three tables
Regards,
Anu