Issue with Creating Multiple Records from Emails in Case & Incident

[Anu2013]

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! 😊

[Ankur Bawiskar]

@Anu2013 

this KB should help

How emails with duplicate Message ID's are handled in ServiceNow 

Set this property "glide.email.allow_duplicate_message_ids" as false

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