How does ServiceNow mark an email as new?

[SKumarSNOW]

I was wondering how ServiceNow marks an email as 'New' or 'Reply'?

My email property is set to flag it as 'Reply' if the subject has a prefix of 'Re:'.

The subject of the incoming email is 'Re: INC1234000 blah blah...', but it is still being marked as 'New'.

There are no Thread-Index or References in the email Headers. 

What changes do I need to make to flag such emails as not-new?

Thanks in advance!

Sameer

[Tanushree Maiti]

Hi @SKumarSNOW 

Refer this article: 

Inbound Email – New, Reply, and Forward 

Servicenow Documentation: Inbound email actions 

Inbound email receive types

The system classifies all incoming email into one of three types: forward, reply, or new.Inbound action classificationsOrder Type Criteria

1	Forward	The system classifies an email as a forward only when it meets all these criteria: The subject line contains a recognized forward prefix such as FW:. The email body contains a recognized forward string such as From:. The system classifies any email that meets these criteria as a forward, even if the message contains a watermark or record number that otherwise classifies it as a reply.
2	Reply	The system classifies an email as a reply when it fails to match it to the forward receive type and it meets any one of these criteria: The subject line or email body contains a recognized watermark such as Ref:MSG0000008. There is no watermark and the subject line contains a recognized reply prefix such as RE: and a recognized record number such as INC0005574 There is no watermark and the Reply-To header contains a recognized message ID of an email with watermark.
3	New	The system classifies an email as new when it fails to match it to the forward and reply receive types.

[BharatC]

Hello @SKumarSNOW 

please go through this article:

https://servicenowguru.com/system-definition/inbound-email-new-reply-forward/?utm_source=chatgpt.com

If the provided solution is useful/working, please Accept as Solution and hit the Helpful.

Thanks & Regards,
Bharat Chavan

[GlideFather]

Ahoy @SKumarSNOW,

search for inbound actions and review what are the conditions:

There's create incident, update incident, etc:

https://yourinstance.service-now.com/sysevent_in_email_action_list.do?sysparm_query=table%3Dincident

Analyse this to get some more idea about that behaviour, it's difficult to help without the visibility to your instance but if you share some of your configurations I can try to help and review them