Need Email Reply to a specific address to create incident

[WR2]

Hello!

We currently have two Inbound Email Actions configured to create Incidents when an email is sent to the Service Desk group email address, we'll call it JoeBob@ServiceDesk.com.

The first action (Create Incident) creates an incident whenever a NEW email is sent to JoeBob@ServiceDesk.com

The second action (Create Incident- Forwarded) creates an incident anytime an email is FORWARDED to JoeBob@ServiceDesk.com. 

Both of these work as they should.

The ask is that we create an action for Replies.

Scenario:

A Service Desk employee receives an email directly from a user asking for help. 

The Service Desk employee replies that he will be able to assist, but he wants to add JoeBob@ServiceDesk.com to the email so that an Incident is automatically created.

I can't seem to find a way to make this happen.  I'm hoping I can copy one of the working Actions and make a few tweaks.

I am new to ServiceNow so I appreciate any assistance!

Thanks!

[WR2]

Here is one from Production that will not create an incident.  It is saying that the email type is "new", even though it was a reply.

[Justin Hatfield]

That's strange. Your email log is empty. Normally this would show all of the inbound actions that were executing on the message.

You may want to check your logging properties.

https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/reference-page...

Would you happen to have any inbound email flows running in your environment that could be stepping on your actions?