Watermark, closed record getting update when user reply to old email

[gsuprumanian]

closed record getting update when user reply to old email, as the watermark. 

Is there way to stop this from happening, make it to create new interaction, when the case is inactive or closed?

I saw there is a job called Email Reader that ran to process incoming email, how find inbound action or job that process emails with the watermark.

[SANDEEP DUTTA]

Hi @gsuprumanian ,

There must be a inbound action which is doing this, please check the existing inbound actions.

[Ankur Bawiskar]

@gsuprumanian 

may be some user is repeatedly replying to email they received earlier and that ticket is already closed and because of the watermark it's updating.

You can't stop that, you can simply check in the inbound email action and see if the ticket is closed then don't update.

something like this

if (current.canWrite()) {

		// give correct check here
        if (current.state == 'closed') {
            // Create a new record (e.g., new case or incident)
            var gr = new GlideRecord('interaction');
            gr.initialize();
            // Set fields as needed, possibly copying relevant data from the original record
            gr.insert();
            // Optionally, send a notification or auto-reply to inform the user
        } else {
            // Proceed with the usual update logic
            current.update();
        }
    }

If my response helped please mark it correct and close the thread so that it benefits future readers.

[gsuprumanian]

I noticed all the inbound action and flow got skipped, do you know how SN process those with watermark email? is there like BR ?

[Ankur Bawiskar]

@gsuprumanian 

some inbound action or inbound flow must have triggered which updated that.