Issue with Creating Multiple Records from Emails in Case & Incident

Anu2013
Tera Contributor

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! 😊

5 REPLIES 5

Ankur Bawiskar
Tera Patron
Tera Patron

@Anu2013 

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.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Hi @Ankur Bawiskar ,

Thanks for the response .
They are sending a fresh  email to generate a new records 

Regards,
Anu

@Anu2013 

inbound email action is configured on which table?

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

@Ankur Bawiskar 
Inbound  email actions configured for all three emails for three tables 
Regards,
Anu