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Incidents being created twice after user replies

Roshni1
Tera Expert

‎12-19-2024 11:58 AM

When a user opens an incident they get an email notification sent to confirm ticket has been opened.  However when the user replies a new Incident is created and the reply is not added to the existing incident. 

This is a new issue that has begun happening, any assistance is appreciated. 

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Dr Atul G- LNG
Tera Patron

‎12-19-2024 12:10 PM

Hi @Roshni1 

 

This is due to Email inbound action. Please check is update inbound action is active in your instance. 

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG

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