Hello Everyone,
I’ve been working on an ITSM-based project where we create Incident (INC) or Request (REQ) records in ServiceNow using Inbound Email Actions.
Earlier, the client was using a different ticketing system. Because of that, when users reply to old emails from the previous system and those replies are forwarded to ServiceNow, the inbound email action ends up creating a new ticket instead of updating the original one—since the parent Incident or Request does not exist in ServiceNow to update the comments.
So the question is: what is the correct way to handle this scenario?
Currently, we have inbound email actions configured as follows:
New Incident creation – Type: New
New Request creation – Type: New
Incident Forwarded (FW)
Request Forwarded (FW)
Incident State Change – Type: Reply
Request State Change – Type: Reply
The reply-type inbound works correctly when a reply is received from the end user—it updates the comments on the correct record and changes the state back to In Progress.
However, the challenge is handling replies to legacy emails where the original ticket does not exist in ServiceNow.
What would be the best or recommended approach to handle such cases?
