We've set up email to ticket between ServiceNow and a service providers ITSM tool using inbound actions. We've also had to set up specific notifications to trigger once comments are added and had to set up another inbound action for their replies.
Problem we're having is that when they reply to a comment via email, it gets updated in the work notes (via the inbound action) and because we've set the notification trigger to send when the work notes get updated, it shoots them an email containing what they've just updated. They've also set up a similar process so we get an update of our update and those notifications just go in a loop.
I've deselected the option to send to the creator of the event but it still sends out.
PS I don't know how to script so everything has been done using the UI options for inbound actions and notifications.
Is there a way to stop notifications going out for these reply emails?
