Using inbound actions to create parent and link child incidents automatically

[Ross Walker]

I have been asked the question 
Can a bunch of incidents be automatically linked - parent to child - when email alerts are sent in to servicenow
i can see ways to do it if the parent already exist and coding the sys_id in to the inbound action 

but i can't see or work out a way to identify the first email as the parent then any with the same subject (short descritpion) and sender/caller linked as child incidents, 

can anyone help me?

[Swapna Abburi]

Hi @Ross Walker 

Instead of matching with previous emails, you can lookup on existing incidents with same short description or caller or any other matching conditions based on your requirements.

Initial inbound email would have created an incident right? So, in inbound action, you can verify previously created incidents with a time duration and map new incidents as child incidents.