email reopens the HR case

[Vinya Jakkula]

Hi Team,

Could anyone help me with this? When users respond to an HR case after 1 year, the case currently reopens. Instead, I need to stop it from reopening and automatically create a new ticket. How can I achieve this?

[Rafael Batistot]

Hi @Vinya Jakkula 

You need to update the code that reopen the hr case after 1 year, if you create a new one probably that this behavior will continue. 

Kindly sheared the code or the flow that have this behavior? 

[Ankur Bawiskar]

@Vinya Jakkula 

you can identify which OOTB Inbound action is reopening and comment the code which updates, write your own script to insert new HR Case.

what did you try and where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[M Iftikhar]

Hi Vinya,

By default, ServiceNow reopens the closed HR case when users reply via email. To stop this and instead create a new case, update the Inbound Email Action handling HR cases:

1. Go to System Mailboxes > Inbound > Inbound Actions.

2. Open the action that processes replies to HR cases (identify via subject or queue).

3. Uncheck Reopen closed record.

4. Ensure the action is set to Create New Record.

Now, replies to old closed cases will generate new tickets instead of reopening the old one. Make sure to test in a sub-prod instance first.

Hope this helps!
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.