Email replies are considered receive type as "NEW" and creating the duplicate tickets

[Asanthoshini]

Hi Experts,

Our client will frequently use email channel to create and update the incidents, instead of following the OOB functionality to reply on ServiceNow notifications which contains the watermark.

They will reply on the email threads with multiple recipients and group mail boxes. Sometimes system is identifying the reply emails as "new" and creating the duplicate tickets, even though it contains "RE: with the same subject".

Can anyone help me to fix this issue.

Thanks and Regards,

Santhoshini.

[Omkar Kumbhar]

Hello @Asanthoshini ,

Please check this out below support articles

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0759068

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0861030

Which will help you to troubleshooot the issue.

Thank you,

Omkar

[Asanthoshini]

Thanks @Omkar Kumbhar ,

I'm using the current.update(), instead of current.insert(). Will it effect anything and moreover this is occurring intermittently.

Is there other way  to change the "Receive Type" as reply.

Thanks,

Santhoshini.

[Omkar Kumbhar]

Hello @Asanthoshini ,

Can you please share your script here to check.

Thank you,

Omkar