Inbound Email Flow to update existing case via fwd email

[Greg L]

We need to create an inbound flow to update existing cases from emails that have been fwd that also contain the case number in the subject and the water mark, how do we configure this.

Also we already have an existing flow to create a new case from emails that our fwd so we need to make sure it does not clash with this

[Maik Skoddow]

Exactly with the configuration in my above screenshot. You don't have to care about these questions like watermarks as ServiceNow is managing this already for you. Please read https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification... 

[Greg L]

It looks like the current flow that create a new case from emails that our fwd are catching any email that is fwd even if it has a watermark and a CS000 prefix it is creating a new case. We need both scenarios to happen i.e. emails with no prefix or watermark that get fwd should create a new case but if it has a water mark and prefix it should update that case