Inbound email action creates incidents when email replied to

[ericgilmore]

Rome | CSM instance

I have a couple inbound email actions that are creating incidents when users reply to the notifications. How do I stop this?

Also, when I go to System Properties > Email Properties there is NO Ignore inbound email if the subject line starts with any of the following: field as covered here: Configuring the Ignore Inbound Mail Settings - Support and Troubleshooting (servicenow.com)

[Alok Das]

Hi,

Navigate to the inbound action and check all the records for the table incident. You could try marking type as New in when to run tab probably in one of the record it's currently set as Reply.

Kindly mark my answer as Correct and Helpful based on the Impact.

Regards,

Alok

[ericgilmore · Accepted solution]

Looks like this is an issue with the client's email server configuration. They're working through the setup they are now using to get this going.