When I send an email with attachment duplicate attachments are being added on the record

[Sai25]

Hi Team,

I have sent 3 emails at the same time from outlook with 3 different attachment file names.

When I receive an email in the servicenow instead of attaching the respective attachment to the record, all the 3 attachments are adding to the one record like its happing for 3 incident records.

could you please help me on this.

Email 1:

Email 2:

Email 3:

Attachment to Incident 1:

Attachment to Incident 2:

Attachment to Incident 3:

[SeanPT]

Hi, have you configured this in an Inbound Email Action?

[Sai25]

Hi ,

When Inbound email action is triggered Incident is created in the system

[SeanPT]

Can you confirm if this is the correct behavior you want to achieve?
Email with attachment received -> Create new Incident record for each email/attachment -> Attach the attachment to the new Incident record. Then when you tried sending 3 separate emails with different attachments, you want each attachment to be attached to only one Incident record.

Can you share how you configured your Inbound Email Action?

[Sai25]

Hi ,

This is out of box Inbound action: create incident

Respective email and attachment should be on their incident not to copy on other incidents.