Hi All,
Please help me to find out the way that works on my case :
- So 1 email email was processed under the 1ticket as it's classified to be a reply to existing ticket (which is true)
- And as we know Inbound email actions which are responsible for processing incoming emails.
- What we need to do is to adjust these inbound email actions so that if they identify a reply to an existing ticket which is in a Closed state - then it should generate a new VEN ticket, rather than classifying it as a reply and adding this email communication to a closed case.
@Servicenow
Please let me know if anybody have something related to that:
Thanks,
Mahima
