How can I manage the external mails to avoid the creation of new incidents?
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03-27-2025 08:41 AM
Hi,
Our company works with external clients which are using also ServiceNow. They have different incident numbers to ours, then every automatic email regarding an incident created in their instance comes to our instance with their incident number but not with ours, then a new incident is created each time.
How can we manage this situation to add the new coming mails to the corresponding incident (as an email or as a comment) in our instance? Can we relate somehow their incident number with ours?
Thank you in advance!
