How can I manage the external mails to avoid the creation of new incidents?

mariohernan
Tera Contributor

‎03-27-2025 08:41 AM

Hi,

 

Our company works with external clients which are using also ServiceNow. They have different incident numbers to ours, then every automatic email regarding an incident created in their instance comes to our instance with their incident number but not with ours, then a new incident is created each time. 

How can we manage this situation to add the new coming mails to the corresponding incident (as an email or as a comment) in our instance? Can we relate somehow their incident number with ours?

Thank you in advance!

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Uncle Rob
Kilo Patron

‎03-27-2025 05:46 PM

So the assumption is there is no way in the 9hells that the 3rd party will change anything for you.
In that case, when you create LEGIT incidents based on theirs, drop their Incident Number in the Correlation ID field of the Incident (its OOB).  

Then add to whatever's processing your email (hopefully Flow Designer but most likely Inbound Email) to NOT create, but rather update if any of the Incidents have a Correlation ID matching the one that just got emailed to you.